ANALISIS PENGARUH SERVICE QUALITY TERHADAP TINGKAT KEPUASAN PELANGGAN (STUDY KASUS : CGV BLITZ DI GRAND INDONESIA JAKARTA)

Abstract

Study of HSQM found the role of service quality as a three-tier concept with interaction quality, physical environment quality and result quality as the initial sub-dimension. It is takes a dimension of service quality dimensions to be applied in various service industries because the ultimate goal of any marketing business in the industry is to gain high profits, so customer service must be given good service to the customer, they must be creative in creating and delivering satisfaction. Because if customers are satisfied it will create customer loyalty. The objectives of this research was : (1) interaction quality influential to customer satisfaction, (2) physical environment quality influential to customer satisfaction, (3) outcome quality influential to customer satisfaction, (4) customer satisfaction influential to word of mouth, (5) customer satisfaction influential to purchase intention. This research uses descriptive method to get the results with respondents in the survey amounted to 100 respondents in CGV Blitz cinema Grand Indonesia Jakarta. From the results of this study conclusion obtained is interaction had influential to customer satisfaction, physical environment quality had influential to customer satisfaction, customer satisfaction had influential to word of mouth, and customer satisfaction had influential to purchase intention. While outcome quality found had no influential to customer satisfaction.

 Keyword: Interaction Quality, Physical Environment Quality, Outcome Quality, Customer Satisfaction, Services