Pengaruh People, Process dan Physical Evidence Terhadap Kepuasan Konsumen pada Next Salon For Men Jalan Dr Mansyur

Abstract

The purpose of this study is to test and find out the influence of people, process and physical evidence in one by one and simultaneously against consumer satisfaction in the Next Salon For Men the way Dr. Manyur. The sample of this research is the consumer Next Salon For Men as much as 92 respondents. The data analysis used multiple regression analysis, T-test, F-test and analysis of the coefficient of determination. From the results of the research appear that influential people significantly to consumer satisfaction because the value t calculate values greater than 2,654 t 1,987 tables on the level of significant 0.05. Process effect significantly to consumer satisfaction because the value t calculate values greater than 3,583 t 1,987 tables on the level of significant 0.05. Physical evidence effect significantly to consumer satisfaction because the value t calculate the 6,322 is greater than the value of the table t 1,987 on the level of significant 0.05. People, process and physical evidence simultaneously effect significantly to consumer satisfaction because the value F count value greater than 13,970 F table 2,71 on the level of significant 0.05. The magnitude of the influence of people, process and physical evidence simultaneously against consumer satisfaction in the Next Salon For Men is 32,3% and 70,7% the rest is influenced by other variables that are not addressed in the research