How Service Quality Influences Customers’ Satisfaction at Holyshoes Company, Indonesia

摘要

Service quality is a concept that has been known as a factor related to perceived expectations of a service with perceived performance. By analyzing the responses of 177 customers, this research examines the relationship between service quality and customer satisfaction at HolyshoesCompany in Bandung, Indonesia. We empirically examined the partial and whole influence of the service quality aspects suggested by Parasuraman et al. The results indicate that Based on the results of simultaneous tests showed that the influence of service quality on customer satisfaction atHolyshoes is 68.5% while the remaining 31.5% is explained by other variables not examined in this research. The aspects of service quality used in this research are empathy, reliability, responsiveness, and assurance.