Pengaruh Service Quality, Product, dan Service Recovery terhadap Kepuasan Pelanggan pada Fifi Skin Clinic di Kabupaten Batang

Abstract

This study aims to analyze the effect of service quality, product, and service recovery on customer satisfaction at Fifi Skin Clinic in Batang Regency. This type of research was conducted using correlational research. The sampling technique in this study used the accidental sampling method, with 100 respondents. The analysis technique in this study used the multiple linear regression method through the SPSS program. The results of this study indicate that the Service Quality variable has a positive and insignificant effect on customer satisfaction at Fifi Skin Clinic, Batang Regency. The Product variable has a positive and significant effect on customer satisfaction at Fifi Skin Clinic, Batang Regency. And the Service Recovery variable has a negative and insignificant effect on customer satisfaction at Fifi Skin Clinic, Batang Regency