The purpose of this research is to find out whether influence of services
quality and customers satisfaction at Minimart AlfaMart branch Laweyan
Surakarta. This research was also determine that tangibles variable are the most
affect variable to customers satisfaction.
This research is causal research with survey method. Target population of
this research was customers of Minimart AlfaMart branch Laweyan Surakarta.
The samples taken amount of 100 respondents in which samples are customers
who have shopped at Minimart AlfaMart branch Laweyan Surakarta and still
became loyal customers of Minimart AlfaMart branch Laweyan Surakarta.
Based software SPSS analysis results for windows version 17.0 that test
hypotheses of this research, was concluded that dimentions of services quality
consist of tangibles, reliability, responsiveness, assurance and emphaty, gave an
affect to customers satisfaction.
From the results of the research, there was things could be to do of
Minimart AlfaMart branch Laweyan Surakarta to pay attention in their services
quality for customers, so they could win the competitions with other minimart.
Beside that, Minimart AlfaMart branch Laweyan Surakarta should increase
customers satisfaction, therefore customers would be loyal customers of Minimart
AlfaMart branch Laweyan Surakarta.
Keyword: Service Quality, Customer Satisfaction
