Pengaruh Kualitas Pelayanan dan Citra Toko Terhadap Kepuasan Konsumen Fotocopy di Kota Cirebon

Abstract

This study aims to determine, explain, and analyze the effect of service quality and store image on photocopier customer satisfaction in Cirebon City. This study uses a verification analysis method with a quantitative approach. The population in this study were photocopy consumers in Cirebon City, a sample of 96 respondents was calculated using the hair method. The sampling technique used in this study was accidental sampling, namely taking respondents at random who were suitable as research samples. The analysis technique used in this study is multiple linear regression analysis. The results showed that there was a partial or simultaneous influence between service quality and store image on photocopier customer satisfaction in the city of Cirebon.

Keywords: Service quality; Store Image; Consumer Satisfaction