PENGARUH BAURAN PEMASARAN JASA TERHADAP KEPUASAN PELANGGAN (STUDI PADA KLINIK KENCANA ASRI MEDIKA MOJOKERTO)

SITI AISYAH, AISYAH SITI (2019) PENGARUH BAURAN PEMASARAN JASA TERHADAP KEPUASAN PELANGGAN (STUDI PADA KLINIK KENCANA ASRI MEDIKA MOJOKERTO). Bachelor thesis, UNIVERSITAS ISLAM MAJAPAHIT MOJOKERTO.

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Abstract

ABSTRACT Aisyah, Siti. 2018. The Influence of Service Marketing Mixes on Customer Satisfaction Study at Asri Meditation Clinic Medika Mojokerto. Thesis / final project, Marketing Management Study Program, Faculty of Economics, Majapahit Islamic University (UNIM). Advisor 1: Eny Setyariningsih, SE., MM Advisor 2: Rini Armin, SP., SE., MM Beauty clinics are skin care services that offer products and services to protect, improve and improve the appearance of the skin. Where appearance and beauty are considered important and need to be considered by the community. The company must maintain, improve and provide customer satisfaction in order to win the competition. This study aims to find out and analyze the effect of service marketing mix on customer satisfaction at the Asri Kencana Medika Mojokert Clinic. The sampling technique uses the Non Probalility Sampling method, namely Purposive Sampling. The analysis method used is multiple linear regression method. The results of this study indicate that the Service Marketing Mix together has a positive influence with the regression equation Y = 0.629 + 0.149X1 + 0.365X2 + 0.262X3 + 0.064X4 + 0.328X5 + 0.472X6 + 0.194X7 + e. In addition, the F test shows that the service marketing mix has a significant influence on customer satisfaction with a significant level of 0,000 or 0%. Then based on partial tests all independent variables have a significant effect on customer satisfaction, namely the product variable has a significant level of 0.014, the tariff variable has a significant level of 0.000, the location variable has a significant level of 0.005, the promotion variable has a significant level of 0.004, the variable person has a significant level of 0.001, the physical facility variable has a significant level of 0.000, the process variable has a significant level of 0.015. Keywords: Marketing Mix, Customer Satisfaction

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