Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Klinik Hewan di Indonesia
Abstract
Penelitian ini ingin memberikan gambaran terhadap penyedia jasa layanan klinik hewan di Indonesia di tengah pasar yang sangat kompetitif agar dapat menemukan cara untuk mempertahankan pelanggan yang sudah ada dan menarik pelanggan baru. Secara khusus, penelitian ini menguji kualitas pelayanan menggunakan model Service Performance (SERVPERF) dari Cronin dan Taylor yang dikombinasikan dengan akses untuk mendapatkan layanan (access to service) terhadap kepuasan pelanggan pada klinik hewan di Indonesia. Penelitian ini merupakan penelitian kuantitatif menggunakan metode survei terhadap 219 pelanggan yang pernah mengunjungi klinik hewan di Indonesia. Teknik analisis data menggunakan principal component analysis (PCA) dan regresi linier berganda dengan bantuan piranti lunak SPSS. Hasil penelitian menunjukkan bahwa model Service Performance (SERVPERF) yang berpengaruh signifikan terhadap kepuasan pelanggan adalah reliability dan assurance. Sedangkan responsiveness, empathy, tangible ditemukan tidak berpengaruh signifikan terhadap kepuasan pelanggan. Lebih lanjut, penelitian ini menemukan adanya pengaruh positif signifikan variabel akses untuk mendapatkan layanan (access to service) terhadap kepuasan pelanggan. Temuan penelitian ini memberikan kesimpulan bahwa untuk meningkatkan kepuasan pelanggan, maka klinik hewan di Indonesia sebaiknya memberikan perhatian yang lebih terhadap aspek reliability, assurance, dan access to service.
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