PENGARUH PEOPLE DAN PROCESS TERHADAP KEPUASAN KONSUMEN DALAM JASA MAKE-UP PADA WEDDING STUDIO DENI F. TIAN DI JAMBI

Reza Aditya Effendi, Reza Aditya Effendi (2020) PENGARUH PEOPLE DAN PROCESS TERHADAP KEPUASAN KONSUMEN DALAM JASA MAKE-UP PADA WEDDING STUDIO DENI F. TIAN DI JAMBI. skripsi thesis, UNIVERSITAS BATANGHARI JAMBI.

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Abstract

ABSTRACT Reza Aditya Effendi / 1600861201021 / 2020 / Batanghari University / Faculty of Economics / Marketing Management / The Influence of People and Process on Consumer Satisfaction of Make-Up Services at Deni F. Tian Wedding Studio in Jambi / 1st Advisor Ahmad Tarmizi, SE, MM / 2nd Advisor Anaseputri Jamira, SE, MM. Consumer satisfaction is a very important objective for the company.Factors people, and process is a very important thing of an attempt to make consumers satisfied in consuming a product or services. The purpose of this research is to test and to know the influence of people and process one by one and simultaneously to customer satisfaction at Deni F. Tian Wedding Studio in Jambi. The form of this research is associative research with quantitative approach. The sample of this research is 71 respondent of Deni F. Tian Wedding Studio consumer. Analysis of data that is used is multiple regression analysis, t test, F test and coefficient of determination analysis. The result of this research is that people have significant effect to satisfaction because t count 2,906 bigger than t table 1,66660 at level of significant 0,05. Process significantly affected on customer satisfaction because the value of t count 2,241 greater than t table 1,66660 at the level of significant 0,05. People and process simultaneously have a significant effect on customer satisfaction because F value count 12,758 is bigger than f table 3,13 at level of significant 0,05. The magnitude of the influence of people, process and physical evidence simultaneously to customer satisfaction at Wedding Studio Deni F.Tian is 27,30% and the rest 72,70% influenced by other variable not discussed in this research.

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