Analisis Pengaruh Kualitas Pelayanan, Harga Dan Promosi Terhadap Kepuasan Pelanggan Matahari Department Store Malang Town Square (Studi Kasus Pada Mahasiswa Fakultas Ekonomi dan Bisnis Universitas Islam Malang Angkatan 2018)

Abstract

Abstract This research aims to find out the effect of Quality of Service, Price and Promotion on Customer Satisfaction of Matahari Department Store Malang Town Square. The type of research used is quantitative research with questionnaire dissemination methods. The sample in this study was as many as 85 respondents and data processing using SPSS computer programs. This research has qualified for validity and reliability. The data analysis used in this study is a classical assumption test, multiple linear regression, hypothesis test and determination coefficient analysis. The variables used in this study are customer satisfaction variables (dependent variables), while independent variables are service quality, price and promotion. The results of this study concluded that variables in service quality, price and promotion had both simultaneous and partial effect on customer satisfaction. Keywords: Quality of Service, Price, Promotion and Customer Satisfaction