The Effect of Quality of Services and Facilities on Consumer Satisfaction (Study on Simple Beauty Young Beauty Salon in Lumpur Gresik)

Abstract

This research focuses on consumer satisfaction based on service quality and
facilities at a Beauty Salon Simple Beauty Young in Lumpur Gresik. This study also aims to analyze the most dominant factor influencing customer satisfaction at a Beauty Salon Simple Beauty Young Lumpur Gresik. The problem formula posed in this studyis whether the quality of service and facilities has a partial and simultaneous effect on customer satisfaction at a Beauty Salon Simple Beauty Young Lumpur Gresik. The purpose of this study was to determine the effect of service quality and facilities at a Beauty Salon Simple Beauty Young Lumpur Gresik. The population used in this study are customer who have make transactions in Simple Beauty Young Salon Lumpur Gresik from of product purchases and who carry out treatments. The sample used in this study was 94 respondent. The sampling method is done by the non-probability sampling method with incidental sampling method is a technique of determining samples based on chance. Data collection methods used were questionnaire, documemtation and interviews. The analytical method used in this study is the instrument test (validity and reliability test), percentage descriptive analysis, classic assumption test, multiple regression analysis, hypothesis testing, and the coefficient of determination using SPSS. The results of this study are the Variable Quality of Service and Facilities simultaneously effect Customer Satisfaction in Beauty Salon Simple Beauty Young Lumpur Gresik. This is proven by the value of Fcount (127,107) > Ftable (3,09) and the significant level of 0,000 is smaller than alpha 0,05.