The Relationship Between Service Quality And Store Image With Customer Satisfaction At The Indomaret Franchise In Gresik Branch

Maldyanti Abd Aziz; Raka Arya Rizqi Ramadhan; Rianiska Alivia Rumstikasany; Archie Ekaviansyah Andhana Putra

Authors

Maldyanti Abd Aziz Faculty of Psychology, University Of 17 August 1945, Surabaya, Indonesia
Raka Arya Rizqi Ramadhan Faculty of Psychology, University Of 17 August 1945, Surabaya, Indonesia
Rianiska Alivia Rumstikasany Faculty of Psychology, University Of 17 August 1945, Surabaya, Indonesia
Archie Ekaviansyah Andhana Putra Faculty of Psychology, University Of 17 August 1945, Surabaya, Indonesia

Keywords:

service quality, store image, customer satisfaction

Abstract

This study aimed to explain the causal influence between the Service Quality and Store Image with Customer Satisfaction. Data collection was carried out using quantitative survey methods by distributing questionnaires to 70 consumers in Indomaret. Data was analyzed using computer assistance with version 22 of the IBM Statistical Program for Service Solution (SPSS) program for Windows. The results showed that: (1) Service Quality is positively related to 0.378 and a significant value of 0.001 to customer satisfaction. (2) Store Image has a positive relationship of 0.646 and a significant value of 0,000 with customer satisfaction. (3) Service Quality and Store Image have a positive relationship and a significant value of 0,000 with customer satisfaction.

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