Conference Proceedings

Second International Conference on Advances in Economics, Management and Social Study - EMS 2014

Analysis Of The Effect Of Physical Evidence, Reliability, Responsiveness, Assurance, Emphaty, Toward Customer Satisfaction Lotte Mart In Jakarta Indonesia

Author(s) : A . Yani . Antariksa, KADEK AYU SUSIANI DEWI, RR DYAH EKO SETYOWATI

Abstract

The aim of this research is to analyze the evidence of physical factors (tangibles), reliability, responsiveness, assurance, and empathy how far have association with satisfaction of the consumer at the Lotte Mart Indonesia Jakarta, and to know most dominant factor in Influencing satisfaction of the consumer at the Lotte Mart at Province Jakarta. The data source is taken from primary responder through answer the questionnaire. Technique of data collecting at this research is base on the questionnaire, that spread to the customer of the Lotte Mart Stores in Jakarta (Ratu Plaza, Ambassador, Pondok Gede, Fatmawati). Sample Technique use the purposive random sampling, that was taken from 100 people. Supported by method of this research is the binary logistics regression (binary logistic regression). Pursuant to result of binary logistic regression analysis that the independent variable Obtained consisting of physical evidence, reliability, responsiveness, assurance, and empathy have an effect on the positive and significant to satisfaction of the consumer.

Conference Title : Second International Conference on Advances in Economics, Management and Social Study - EMS 2014
Conference Date(s) : 20 - 21 December, 2014
Place : G Tower Hotel, Kuala Lumpur, Malaysia
No fo Author(s) : 3
DOI : 10.15224/978-1-63248-036-1-59
Page(s) : 86 - 89
Electronic ISBN : 978-1-63248-036-1
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