Analysis of Forming Variable Consumer Satisfaction In RetailHypermarkets in Depok

Raudhah Maria Ulfah

Abstract


Economic growth in Indonesia to experience
growth and progress quite rapidly. Retail sector and shop-
ping centers showed signicant growth and positive con-
tribution in the economic recovery of Indonesia. Retail-
ers compete in gaining sympathy among consumers by im-
proving the service to achieve customer satisfaction. The
purpose of this study was to identify the variables forming
customer satisfaction in retail hypermarkets in Depok and
want to know how much the relationship between variables
forming customer satisfaction in retail hypermarkets in De-
pok. The study lasted from May to August 2008. The data
used in this study is the primary data by the number of 100
respondents. The experiment was conducted at Hypermart,
Giant and Carrefour Depok city as the object of research.
The data have been obtained is processed by using the Test
Validity, Reliability Testing, Correlation Analysis and Fac-
tor Analysis, with analysis tools SPSS version 11.0 After
testing, it can be concluded that the ve variables forming
customer satisfaction in retail hypermarkets in Depok ap-
propriate level of sequence covering the variable responsive-
ness, assurance variables, variables of empathy, reliability
variables, and the latter is the variable of physical evidence.

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