PENGARUH KOMUNIKASI INTERPERSONAL PEDAGANG DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI TOKO HANG TUAH PASAR FANINDO BATAM

Renaldi Faslah; Michael  Jibrael Rorong

doi:10.33884/scientiajournal.v8i3.11258

Penulis

Renaldi Faslah Universitas Putera Batam
Michael Jibrael Rorong

DOI:

https://doi.org/10.33884/scientiajournal.v8i3.11258

Kata Kunci:

interpersonal communication, service quality, customer satisfaction.

Abstrak

ABSTRACT

This study aims to examine the effect of traders’ interpersonal communication and service quality on customer satisfaction at Hang Tuah Store, Pasar Fanindo Batam. This research employs a quantitative approach using a correlational method. Data were collected through questionnaires distributed to 96 customers of Hang Tuah Store using a Likert scale. The variables in this study consist of interpersonal communication and service quality as independent variables, and customer satisfaction as the dependent variable. Data analysis techniques include descriptive statistics, validity and reliability tests, classical assumption tests, Pearson Product Moment correlation analysis, simple and multiple linear regression analysis, coefficient of determination analysis, and hypothesis testing using t-tests and F-tests, assisted by SPSS version 25. The results indicate that traders’ interpersonal communication has a significant effect on customer satisfaction. Service quality also has a significant effect and is identified as the most dominant factor influencing customer satisfaction. Simultaneously, interpersonal communication and service quality significantly affect customer satisfaction at Hang Tuah Store, Pasar Fanindo Batam. These findings support the Expectancy Disconfirmation Theory (EDT), which states that customer satisfaction is formed through a comparison between expectations and perceived performance.

Keywords: interpersonal communication, service quality, customer satisfaction.

Referensi

Ade Masturi. (2022). MEMBANGUN RELASI SOSIAL MELALUI KOMUNIKASI EMPATIK.

Bella Kartika, R., Agus Buniarto, E., & Ambarwati, D. (2023). Pengaruh Komunikasi Interpersonal dan Kualitas Pelayanan terhadap Kepuasan Customer pada Hotel Front One Inn Kediri. Jurnal Ilmiah Mahasiswa, 1(6), 119–137. https://doi.org/10.59603/niantanasikka.v1i6.175

Molli Wahyuni. (2020). Statistik Deskriptif untuk Penelitian Olah Data Manual dan SPSS Versi 25. Bintang Pustaka Madani.

Enggarayu Weningtyas, & Miftahun Nimah Suseno. (2020). Pengaruh Komunikasi Interpersonal dan Kualitas Pelayanan Terhadap Kepuasan Konsumen. 17, 17–18.

Ety Nur Inah. (2018). 235708-peranan-komunikasi-dalam-pendidikan-66310d01.

Fina Sunardiyah, Pawito, & Albert Muhammad Isrun Naini. (2022). Pengaruh Komunikasi Interpersonal, Kampanye Sosial Media dan Citra Organisasi terhadap Kepuasan Konsumen di Bea Cukai Surakarta. Jurnal Ilmu Komunikasi, 20(2), 237. https://doi.org/10.31315/jik.v20i2.6615

Istiono, D., Kurniasih, N., & Pamungkas, P. (2025). Pengaruh Komunikasi Interpersonal Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Wild Original Majalengka. Jurnal Bisnis Manajemen Dan Kewirausahaan, 6(1), 2025. http://ejournal.unma.ac.id/index.php/entrepreneur

Jasin, M., Firmansyah, A., Anisah, H. U., Junaedi, I. W. R., & Haris, I. (2023). The effects of customer satisfaction, perceived service quality, perceived value, and brand image on customer loyalty. Uncertain Supply Chain Management, 11(2), 763–768. https://doi.org/10.5267/j.uscm.2023.1.004

Morissan. (2024). Teori Komunikasi Individu. Kencana.

Nikou, S., & Khiabani, M. M. (2020). Service Quality, Mediation Effect of Customer Satisfaction, Customer Loyalty, and Moderating Role of Interpersonal Relationship: Case of Four-Star Hotels in Kuala Lumpur, Malaysia. Asian Journal of Economics, Business and Accounting, 1–18. https://doi.org/10.9734/ajeba/2020/v19i430309

Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10). https://doi.org/10.1016/j.heliyon.2019.e02690

Rorong, M. J. (2019). PENEMPATAN TEORI DALAM ILMU KOMUNIKASI (KAJIAN KEPUSTAKAAN DALAM PERSPEKTIF DEDUCTIVE-INTERPRETIVE). Jurnal Komunikasi Dan Media, 4(1).

Sugiyono. (2020). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Alfabeta.

Tarsani. (2023). PERAN CUSTOMER SERVICE DALAM MENINGKATKAN KEPUASAN PELANGGAN MELALUI PENDEKATAN KOMUNIKASI ANTAR PRIBADI.