PENGARUH PERSEPSI HARAPAN DAN SERVICE EXCELLENCE TERHADAP KEPUASAN PELANGGAN MEREK LOIS DIKOTA BATAM

Abstract

 

The improvement of life is currently increasing, turning into a more modern lifestyle pattern. This is what makes companies compete for market share. Customer satisfaction is a benchmark for a company to achieve the desired process. This study examines and analyzes the effect of perceived expectations and service excellence on Lois brand satisfaction in Batam. type of research is a quantitative thesis. The population in this study are customers who visit and shop The.sample.used in this study was100 people. Perception shows the tcount value of 0.0604 with a significance of 0.0547 > 0.05, the tcount value is greater than the ttable value (0.604 > 1.98498), the regression coefficient has a positive value of 031 or 31%. then the hypothesis is rejected, meaning that the perception variable partially has no significant effect on satisfaction. multiple regression on the expectation variable (X2) of 0.581 has a positive and significant effect on customer satisfaction. This can be seen from the significance of 0.000 <0.05 and the t-count value of 5.088> t-table of 1.98498 which means the hypothesis is accepted. Service excellence has a significant effect with a t-test of 0.000 less than 0.05 and a t-count value of 4.884 > ttable 1.98498 which means the hypothesis is accepted.

Keywords: perceptions;expectations;service excellence;customer satisfaction.