HUBUNGAN KUALITAS LAYANAN DENGAN KEPUASAN

Abstract

This research aimed to identify and analyze the correlation between quality of service and consumer satisfaction at Alfamart Brawijaya Minimarket Jember. The research was conducted at Alfamart Minimarket Jl. Brawijaya 50 Mangli, District of Kaliwates, Jember. The research used quantitative data analysis with statistical calculation. In this research, data analysis used Spearman Rank Correlation. The number of respondents was 60 people by using accidental sampling technique. The results showed that there was a fairly close correlation between the quality of service and customer satisfaction at Alfamart Brawijaya Minimarket Jember with positive direction. This means that the increased quality of services will improve consumer satisfaction. This was supported by the findings that an increase or improvement of the services would be able to increase the consumer satisfaction