Pengaruh Pelayanan Prima dan Ketersediaan Barang terhadap Kepuasan Pelanggan pada Toko Madura di Wilayah Baliwerti Surabaya

Gandyss Adi Radia Hafsari; Bambang Karnain

doi:10.30640/jumma45.v5i2.8152

Pengaruh Pelayanan Prima dan Ketersediaan Barang terhadap Kepuasan Pelanggan pada Toko Madura di Wilayah Baliwerti Surabaya

Authors

Gandyss Adi Radia Hafsari Universitas 45 Surabaya
Bambang Karnain Universitas 45 Surabaya

DOI:

https://doi.org/10.30640/jumma45.v5i2.8152

Keywords:

Customer Experience, Customer Service Quality, Customer Satisfaction, Excellent Service, Product Availability

Abstract

This study aims to determine the effect of excellent service and product availability on customer satisfaction at Toko Madura in the Baliwerti area of Surabaya. This research employed a quantitative approach with 100 respondents selected through purposive sampling. Data were collected using questionnaires and analyzed using multiple linear regression with SPSS 26.The results show that excellent service has a positive and significant effect on customer satisfaction (t = 13.749; p = 0.000). Product availability also has a positive and significant effect on customer satisfaction (t = 6.330; p = 0.000). Simultaneously, excellent service and product availability have a positive and significant effect on customer satisfaction (F = 208.494; p = 0.000). The Adjusted R Square value of 0.807 indicates that both independent variables explain 80.7% of the variation in customer satisfaction. These findings indicate that improving service quality and product availability jointly plays an important role in increasing customer satisfaction at Toko Madura in the Baliwerti area of Surabaya.

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Published

2026-10-06

How to Cite

Gandyss Adi Radia Hafsari, & Bambang Karnain. (2026). Pengaruh Pelayanan Prima dan Ketersediaan Barang terhadap Kepuasan Pelanggan pada Toko Madura di Wilayah Baliwerti Surabaya. Jurnal Mahasiswa Manajemen Dan Akuntansi, 5(2), 305–325. https://doi.org/10.30640/jumma45.v5i2.8152