Pengaruh Return On Equity Dan Return On Investment Terhadap Trading Volume Activity Perusahaan Subsektor Makanan Dan Minuman (periode 2014-2016)

Muhamad Farras Fitriadi, Dinda Amanda Zuliestiana

Abstract

Abstrak Industri ritel indonesia menunjukan penurunan performa. Tujuan dari penelitian ini adalah untuk menentukan kualitas layanan dengan RSQS (Retail Service Quality Scale) yang berisikan lima dimensi layanan yaitu Pyshical Aspect, Realibility, Personal Interaction, Problem Solving dan Policy yang kemudian pengaruhnya terhadap Customer Satisfaction dengan Paskal 23 sebagai objek penelitiannya. Rumusan masalah serta tujuan penelitian pada penelitian ini yaitu untuk mengetahui apakah Retail Service Quality (RSQS) berpengaruh terhadap Customer Satisfaction dengan 5 hipotesis yang akan dijawab pada penelitian ini. Penelitian ini menggunakan metode kuantitatif dengan sample warga kota Bandung tetap atau pendatang yang pernah mengunjungi Paskal 23 Bandung dengan jumlah sampel yang mewakili sebanyak 400 responden. Teknik analisis data dengan teknik multivariat, Structural Equation Modeling (SEM) Partial Least Square (PLS), serta uji hipotesis dengan uji T. Hasil dari penelitian ini yaitu kelima hipotesis dapat terjawab, dengan rekomendasi terhadap sumber daya Paskal 23 Bandung dalam pengaplikasian layanan untuk menunjang kepuasan konsumen terhadap layanan tersebut. Kata kunci: Retail Service Quality, Service Quality, Customer Satisfaction Abstract The Indonesian retail industry shows a decline in performance. The purpose of this study is to determine service quality with RSQS (Retail Service Quality Scale) which contains five service dimensions, namely Pyshical, Reliability, Personal Interaction, Problem Solving and Policy Aspects which begin to influence Customer Satisfaction with Paskal 23 as the research findings The formulation of the problem and the purpose of the research in this study was to find out whether Retail Service Quality (RSQS) affected Customer Satisfaction with 5 hypotheses that would be answered in this study. This study uses a quantitative method and this is a resident of the city of Bandung or immigrants who have reported Paskal 23 Bandung with a number of samples representing as many as 400 respondents. Data analysis techniques with multivariate techniques, Structural Equation Modeling (SEM) Partial Least Square (PLS), and hypothesis testing with a T test. The results of this study are hypotheses that can be answered, with contributions to Paskal 23 Bandung's resources in the application of services to support customer satisfaction with these services. Keywords: Retail Service Quality, Service Quality, Customer Satisfaction

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