Pengaruh Fasilitas dan Kualitas Pelayanan Terhadap Tingkat Kepuasan Pelanggan pada Salon Kecantikan di Kecamatan Talawi Kota Sawahlunto

Sandya Putri Delvita; Rahmi Oktarina

doi:10.55606/sscj-amik.v2i6.4400

Authors

Sandya Putri Delvita Universitas Negeri Padang
Rahmi Oktarina Universitas Negeri Padang

DOI:

https://doi.org/10.55606/sscj-amik.v2i6.4400

Keywords:

Facilities, Service Quality, Customer Satisfaction

Abstract

The background of this research focuses on the development of the beauty salon industry which is getting heavier. Beauty salons offer a variety of services aimed at improving the appearance. Beauty salons must understand the factors that affect customer satisfaction. This study aims to analyze the influence of facilities and service quality on the level of customer satisfaction in beauty salons in Talawi District, Sawahlunto City. This research is a type of causal associative research using a quantitative approach. The data collection technique used in this study is to distribute a questionnaire through a g-form that has been tested for validity and reliability to 82 respondents as a research sample. . The data collected includes personal information of salon respondents regarding the facilities provided and the quality of services received. The results of the study show that facilities and service quality significantly affect customer satisfaction. The results of the hypothesis test showed that the three hypotheses proposed were accepted. The Adjusted R Square value of 0.745 shows that 74.5% of the variation in customer satisfaction can be explained by facilities and service quality, while 25.5% can be explained by other variables outside this study. Therefore, it is important for beauty salons to improve facilities and service quality to increase customer satisfaction in order to meet customer expectations and increase their loyalty to the salon.

References

Afifah, N., Masrizal, & Ayuning Anjar, Y. (2023). Kecantikan Sebagai Ideal Self Perempuan(Studi Kasus di Klinik Azqiara, Kecamatan Baiturrahman, Banda Aceh). Jurnal Ilmiah Mahasiswa FISIP USK, 8(2), 1–10. www.jim.unsyiah.ac.id/Fisip

Angliawati, R. Y., & Mutaqin, M. F. I. (2023). Implikasi Store Atmosphere Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Slomo Cofee Bandung. Jurnal Sains Manajemen, 5(1), 52–65. https://doi.org/10.51977/sainsm.v5i1.1044

Astrawan, I. K. O., Sanjaya, I. W. K., & Ekasani, K. A. (2023). Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Konsumen. Jurnal Ilmiah Pariwisata Dan Bisnis, 2(8), 1712–1728. https://doi.org/10.22334/paris.v2i8.495

Chinta, S., Ghassani, A., & Lidwina, M. (2023). Dampak Standar Kecantikan Bagi Perempuan di Indonesia. Prosiding Seminar Nasional, 1440–1448.

G Widyastana J, N. N. Y. (2022). Pengaruh Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Pelanggan Pada Tri Jay’S Salon Dan Spa Di Singaraja. Jurnal Manajemen, 8(2), 462–469. https://repo.undiksha.ac.id/6980/

Juniar. (2023). Strategi Komunikasi Pemasaran dalam Meningkatkan Loyalitas Konsumen pada Salon Kecantikan LoveBeau Dharmawangsa. Wikipedia. https://id.m.wikipedia.org/wiki/Istimewa:History/Universitas_Nasional_Malaysia

Kristianto, A. H., & Usman. (2020). ANALISA KUALITAS LAYANAN PADA CV. SINGOYUDHO NUSANTARA. Jurnal Maneksi, 9(2), 389–395.

Maulidiah, E. P., Survival, S., & Budiantono, B. (2023). Pengaruh Fasilitas Terhadap Kualitas Pelayanan Serta Implikasinya Pada Kepuasan Pelanggan. Jurnal Economina, 2(3), 727–737. https://doi.org/10.55681/economina.v2i3.375

Moha, S., & Loindong, S. (2016). Analisis Kualitas Pelayanan Dan Fasilitas Terhadap Kepuasan Konsumen Pada Hotel Yuta Di Kota Manado. Jurnal EMBA, 4(1), 575–584. https://ejournal.unsrat.ac.id/index.php/emba/article/view/11715

Oktarina, R. (2016). Evaluasi Sarana Dan Prasarana Pembelajaran Jurusan Teknik Komputer Jaringan Menggunakan Model Cipp Di Smk Negeri 2 Payakumbuh. Jursima, 4(2), 39. https://doi.org/10.47024/js.v4i2.142

Posi, S. H., Katiandagho, A. G., & Manoma, S. (2022). Pengaruh Harga, Kualitas Pelayanan dan Etika Bisnis Terhadap Kepuasan Pelanggan Pada Anggy Salon. Jurnal Ekonomi Bisnis, Manajemen Dan Akuntansi (JEBMA), 2(3), 100–108. https://doi.org/10.47709/jebma.v2i3.1821

Rosalina, L., Oktarina, R., Rahmiati, & Saputra, I. (2023). Buku Ajar STATISTIKA. In FEBS Letters (Vol. 185, Issue 1).

Rosalina, L., Yanita, M., & Dewi, M. (2021). Implementation of Personal Hygiene and Maintenance of the Working Environment of Beauty Salon Business Employees in Padang. Jurnal Pendidikan Dan Keluarga, 13(02), 33–41. https://doi.org/10.24036/jpk/

Sibarani, R. (2023). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Mahasiswa Dengan Kepuasan Sebagai Variabel Intervening. Prosiding, 3(4), 10–17. https://doi.org/10.59134/prosidng.v3i.288

Sitinjak, D. S., Sinaga, T. H., & Rahayu, E. (2021). E-Booking Salon Kecantikan Menggunakan Metode Ucd ( User Centered Design ) Pada Maria Studio Beauty. Jurnal Teknik Informasi Dan Komputer (Tekinkom), 4(2), 183. https://doi.org/10.37600/tekinkom.v4i2.379

Srijani, N., & Hidayat, A. S. (2018). Pengaruh Fasilitas Terhadap Kepuasan Pelanggan Di Aston Madiun Hotel & Conference Center. Wiga : Jurnal Penelitian Ilmu Ekonomi, 7(1), 31–38. https://doi.org/10.30741/wiga.v7i1.336

Wibowati, J. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Pt Muarakati Baru Satu Palembang. Jurnal Manajemen, 8(2), 15–31. https://doi.org/10.36546/jm.v8i2.348