This study uses qualitative research methods that contain numbers. The population in this study is all customers who shop at PT. Pertamina Retail Bright Store HM. Yamin Medan. Sampling using a kusioner spread with a likert scale that has 5 alternative answers. And analyzed using multiple linear regressions and coefficients of R2 determination with SPSS software for windows version 16. The results showed the following 1 Service Quality has a positive and significant effect on Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan, 2 Location has a positive effect, but not significant to Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan, 3 There is a positive and significant influence between the quality of service and location on customer satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan with coefficient of coefficient of collation R of 0.393 and coefficient of determination R2 of 0.155 this means that 15.5 of customer satisfaction is in PT. Pertamina Retail Bright Store HM. Yamin Medan, influenced by the quality of service and location, while the other 84.5 is determined by other variables not described in this study. Kepler Sianturi | Rezkiyana | Riomas Sinurat "Effect of Quality of Service and Location on Satisfaction Customer at Pt. Pertamina Retail Bright Store Hm. Yamin Medan" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-4 , June 2021, URL: https://www.ijtsrd.compapers/ijtsrd41240.pdf Paper URL: https://www.ijtsrd.comother-scientific-research-area/other/41240/effect-of-quality-of-service-and-location-on-satisfaction-customer-at-pt-pertamina-retail-bright-store-hm-yamin-medan/kepler-sianturi
International Journal of Trend in Scientific Research and Development (IJTSRD)
Volume 5 Issue 4, May-June 2021 Available Online: www.ijtsrd.com e-ISSN: 2456 – 6470
@ IJTSRD | Unique Paper ID – IJTSRD41240 | Volume – 5 | Issue – 4 | May-June 2021
Page 274
Effect of Quality of Service and Location on
Satisfaction Customer at Pt. Pertamina
Retail Bright Store Hm. Yamin Medan
Kepler Sianturi, Rezkiyana, Riomas Sinurat
Sekolah Tinggi Ilmu Ekonomi LMII, Sumatera Utara, Indonesia
ABSTRACT
This study uses qualitative research methods that contain numbers. The
population in this study is all customers who shop at PT. Pertamina Retail
Bright Store HM. Yamin Medan. Sampling using a kusioner spread with a likert
scale that has 5 alternative answers. And analyzed using multiple linear
regressions and coefficients of R2 determination with SPSS software for
windows version 16.
The results showed the following: (1) Service Quality has a positive and
significant effect on Customer Satisfaction at PT. Pertamina Retail Bright Store
HM. Yamin Medan, (2) Location has a positive effect, but not significant to
Customer Satisfaction at PT. Pertamina Retail Bright Store HM. Yamin Medan,
(3) There is a positive and significant influence between the quality of service
and location on customer satisfaction at PT. Pertamina Retail Bright Store HM.
Yamin Medan with coefficient of coefficient of collation (R) of 0.393 and
coefficient of determination (R2) of 0.155 this means that 15.5% of customer
satisfaction is in PT. Pertamina Retail Bright Store HM. Yamin Medan,
influenced by the quality of service and location, while the other 84.5% is
determined by other variables not described in this study.
KEYWORDS: Service Quality (X1), Location (X2), Customer Satisfaction (Y)
How to cite this paper: Kepler Sianturi |
Rezkiyana | Riomas Sinurat "Effect of
Quality of Service and Location on
Satisfaction Customer at Pt. Pertamina
Retail Bright Store Hm. Yamin Medan"