PENGARUH PROGRAM MEMBERSHIP, KUALITAS PELAYANAN, DAN ELECTRONIC WORD OF MOUTH TERHADAP KEPUASAN KONSUMEN RUMAH CANTIK BY DR LIAN DLANGGU MOJOKERTO
Published 2025-12-28
Keywords
- Membership Program, Service Quality, Electronic Word of Mouth, Consumer Satisfaction, Rumah Cantik by Dr. Lian.,
- Program Membership, Kualitas Pelayanan, Electronic Word of Mouth, Kepuasan Konsumen, Rumah Cantik by Dr. Lian.
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Abstract
Embedded within the operational framework of Rumah Cantik by Dr. Lian Dlanggu Mojokerto, this scholarly endeavor is meticulously designed to scrutinize the causal nexus between Membership Programs, Service Quality, and Electronic Word of Mouth as primary determinants of Consumer Satisfaction. Through the strategic optimization of these tripartite variables, it is postulated that customer contentment metrics at the aforementioned institution shall undergo a significant upward trajectory. The empirical investigation engaged 167 respondents, specifically consumers possessing a comprehensive familiarity with the aesthetic services provided. Primary data acquisition was facilitated through structured questionnaires, subsequently processed utilizing IBM SPSS Statistics 31. The analytical framework employed multiple linear regression analysis, bolstered by a comprehensive suite of classical assumption diagnostics, encompassing multicollinearity, heteroscedasticity, and normality assessments. Furthermore, these variables demonstrated a robust simultaneous effect, thereby validating the conclusion that systematic enhancements in these domains function as direct determinants in elevating consumer satisfaction levels.
Eksplorasi ilmiah ini diorientasikan untuk melakukan investigasi mendalam serta analisis komprehensif mengenai determinasi Program Membership Program, Kualitas Pelayanan, dan e-WOM terhadap kepuasan pelanggan pada Rumah Cantik by Dr. Lian Dlanggu Mojokerto. Melalui implementasi strategis yang terintegrasi atas ketiga variabel tersebut, diproyeksikan bahwa derajat kepuasan pelanggan pada instansi tersebut akan mengalami akselerasi yang signifikan. Studi ini melibatkan kohort sebanyak 167 responden yang merupakan pengguna jasa dengan tingkat literasi layanan yang memadai. Proses akuisisi data primer dalam diskursus ini difasilitasi oleh instrumen kuesioner formal, yang kemudian dieksekusi melalui prosedur komputasi statistik berbasis IBM SPSS Statistics 31. Arsitektur analisis yang diterapkan bertumpu pada model regresi linier berganda. Secara simultan, integrasi ketiga variabel tersebut juga menunjukkan korelasi positif yang kuat, sehingga dapat disimpulkan bahwa optimalisasi pada aspek-aspek tersebut merupakan prasyarat fundamental dalam meningkatkan loyalitas dan kepuasan konsumen.
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