Pengaruh Kualitas Pelayanan Karyawan terhadap Kepuasan Pelanggan di Salon Kecantikan Beautylicious Kota Padang

Authors

  • Nurul Khairani Aulia Universitas Negeri Padang
  • Rahmi Oktarina Universitas Negeri Padang

DOI:

https://doi.org/10.59841/intellektika.v2i6.1938

Keywords:

Service Quality, Customer Satisfaction, Salon

Abstract

This study explores the effect of the influence of employee service quality on customer satisfaction at the beautylicious beauty salon in Padang city. In the era of globalisation, the beauty business is growing rapidly as people's needs for appearance increase, including treatments for men and women. Beauty salons such as Beautylicious in Padang have capitalised on this trend by providing beauty and body care services, but service quality still needs to be improved to meet customer expectations and maintain competitiveness in a competitive market. The purpose of this study is to analyse the effect of service quality provided by employees on customer satisfaction at Beautylicious Beauty Salon in Padang City. The method used in this research is a survey with 145 respondents who were analysed using SPSS and Smart PLS statistical software. This study measures the assessment of service quality and customer satisfaction, and calculates the relationship coefficient and significance value. The results showed that service quality obtained an average rating of 49.52 with a standard deviation of 16.375, indicating variations in customer expectations. In addition, the average rating for customer satisfaction was 50.84 with a standard deviation of 17.065. Regression analysis with Smart PLS resulted in an R-square value of 0.753, indicating that service quality contributed 75.3% to customer satisfaction.

References

Amarsaid, D. (2021). Pengaruh Relationship Marketing, Kualitas Pelayanan Dan Fasilitas Terhadap Loyalitas Member Dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Kasus Pada Member Bento Gym Jakarta Timur) (Doctoral dissertation, Sekolah Tinggi Ilmu Ekonomi Indonesia).

Dzikra, F. M. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Bengkel Mobil Ud. Sari Motor Di Pekanbaru. Eko Dan Bisnis: Riau Economic And Business Review, 11(3), 262–267. Https://Doi.Org/10.36975/Jeb.V11i3.284

Engkur, E. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Di DKI Jakarta. Jurnal Akuntansi Dan Manajemen, 15(1), 23-35.

Fajarini, A., & Meria, L. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Dan Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan (Studi Kasus Klinik Kecantikan Beauty INC). Jurnal Ekonomi, 1(2), 481–491.

Haryanto, W. T. (2020). Salon Dan Spa Di Kabupaten Sleman, Daerah Istimewa Yogyakarta Yang Mendukung Relaksasi Dengan Pendekatan Arsitektur Tropis (Doctoral Dissertation, Universitas Atma Jaya Yogyakarta).

Leony, D. A. (2023). Hubungan Pengetahuan Sanitasi Dan Hygiene Dengan Perilaku Kesehatan Kerja Beautician Salon Kecantikan Di Kota Surabaya. E-Journal, 12 Nomor 3(I), 341–348.

Ningsih, L. R. R., Haris, I. A., & Suwena, K. R. (2019). Studi Komparatif Kepuasan Konsumen Salon Davina Sumberkima Dengan Salon Lely Sumberkima Di Kecamatan Gerokgak Kabupaten Buleleng. Jurnal Pendidikan Ekonomi Undiksha, 11(1), 238. Https://Doi.Org/10.23887/Jjpe.V11i1.20140

Oktarina, R., Ambiyar, A., & Fhadillah, F. (2020). Efektivitas Komunikasi Dua Arah Pada Blended Learning Berorientasi Flipped Classroom Pada Masa New Normal Covid 19. Media Bahasa, Sastra, Dan Budaya Wahana, 26(2), 483–492. https://doi.org/10.33751/wahana.v26i2.2771

Pariska, R. P. (2021). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Salon Kecantikan Di Kota Bukittinggi (Doctoral Dissertation, Universitas Negeri Padang)

Purba, D. (2022). Pelaksanaan Surat Pernyataan Pengelolaan Lingkungan (Sppl) Oleh Usaha Salon Kecantikan Sebagai Upaya Pencegahan Pencemaran Lingkungan Hidup Di Kota Yogyakarta

Riyanto, V., & Tunjungsari, H. K. (2020). Kualitas Layanan dan Nilai yang Dipersepsikan terhadap Niat Pembelian Pengguna Jasa MRT dengan Kepuasan Pelanggan Sebagai Mediasi. Jurnal Manajerial Dan Kewirausahaan, 2(3), 838. https://doi.org/10.24912/jmk.v2i3.9598

Rosalina, L., Oktarina, R., Rahmiati, & Saputra, I. (2023). Buku Ajar STATISTIKA. FEBS Letters, 185(1), 4–8.

Shofwani, S. A., & Hariyadi, A. (2019). Pengaruh Kompensasi, Motivasi Dan Disiplin Kerja Terhadap Kinerja Karyawan Universitas Muria Kudus. Jurnal Stie Semarang, 11(1), 52–65. Https://Doi.Org/10.33747/Stiesmg.V11i1.338

Sugiyono. 2022. Metode Penelitian Kuantitatif. Bandung: Alfabeta.

Trisnani, A. A. (2018). Sistem Pendukung Keputusan Pemilihan Karyawan Berprestasi Menerapkan Metode Vise Kriterijumska Optimizajica I Kompromisno Resenje (VIKOR). JURIKOM (Jurnal Riset Komputer), Vol. 5 No.(2), 85–90. Https://Ejurnal.Stmik-Budidarma.Ac.Id/Index.Php/Jurikom/Article/Download/608/577

Downloads

Published

2024-11-06

How to Cite

Nurul Khairani Aulia, & Rahmi Oktarina. (2024). Pengaruh Kualitas Pelayanan Karyawan terhadap Kepuasan Pelanggan di Salon Kecantikan Beautylicious Kota Padang. Intellektika : Jurnal Ilmiah Mahasiswa, 2(6), 29–46. https://doi.org/10.59841/intellektika.v2i6.1938

Similar Articles

<< < 1 2 3 

You may also start an advanced similarity search for this article.