Korelasi Physical Evidence dan Kepuasan Pelanggan di Loop Station Surabaya

Abstract

Kepuasan pelanggan merupakan tujuan utama bagi suatu perusahaan. Kepuasan pelanggan dapat diciptakan melalui beberapa strategi, salah satunya yaitu komunikasi pemasaran. Komunikasi pemasaran mempunyai beberapa unsur salah satunya yaitu physical evidence, elemen tambahan yang terpenting bagi suatu perusahaan. Tujuan penelitian ini yaitu mengetahui hubungan physical evidence dan kepuasan pelanggan Loop Station Surabaya dengan sampel sebanyak 375 responden. Peneliti menemukan adanya korelasi yang sangat kuat antara physical evidence dan kepuasan pelanggan di Loop Station Surabaya sebagai wadah bagi kalangan anak muda di Surabaya.

Kata Kunci: physical evidence, kepuasan pelanggan, Loop Station Surabaya.

Customer satisfaction is a main goal for a company. Customer satisfaction can be created through several strategies, one of them is marketing communication. Marketing communication has several elements, one of them is physical evidence, the most important additional element for a company. The purpose of this study is to find out the relationship between physical evidence and customer satisfaction at Loop Station Surabaya with a sample of 375 respondents. This research used a quantitative approach with survey methods as data collection techniques. Researchers found a very strong correlation between physical evidence and customer satisfaction at Surabaya Loop Station as a forum for young people in Surabaya.

Keywords: physical evidence, customer satisfaction, Surabaya Loop Station.