ANALISA PARTIAL LEAST SQUARE UNTUK PENENTUAN FAKTOR KEPUASAN PELANGGAN PADA QUEENSLAND STORE

Abstrak

Industri jasa semakin bersaing, termasuk perhotelan, asuransi, perbankan, pariwisata, telekomunikasi, dan penjualan pakaian. Berbagai sektor bisnis sangat terpengaruh oleh perkembangan teknologi informasi, yang telah menyebabkan pergeseran pola belanja dari yang tradisional ke yang kontemporer yang bergantung pada internet. Memenuhi kebutuhan pelanggan dan menumbuhkan loyalitas adalah tujuan perusahaan. Pelayanan yang baik, didukung oleh analisis pasar yang akurat, sangat penting untuk memenangkan persaingan. Dengan kemajuan teknologi, industri fashion retail menghadapi tantangan dan peluang baru. Selain itu, jangkauan pemasaran telah diperluas ke platform online. Penelitian ini menekankan bahwa pengalaman pelanggan sangat penting untuk menentukan kepuasan pelanggan, di mana kualitas pelayanan dipengaruhi oleh Reability, Assurance, Tangible, Empathy, dan Responsiveness. Studi ini berfokus pada toko Queensland yang berhasil meningkatkan jumlah pelanggan melalui pelayanan yang dinilai memuaskan baik secara offline maupun online.

Service industries are increasingly competitive, including hospitality, insurance, banking, tourism, telecommunications, and clothing sales. Various business sectors are greatly influenced by the development of information technology, which has caused a shift in shopping patterns from traditional to contemporary ones that depend on the internet. Meeting customer needs and fostering loyalty is the company's goal. Good service, supported by accurate market analysis, is very important to win the competition. With advances in technology, the fashion retail industry is facing new challenges and opportunities. Additionally, marketing reach has reached online platforms. This research emphasizes that customer experience is very important to determine customer satisfaction, where service quality is influenced by Reability, Assurance, Tangible, Empathy, and Responsiveness. This study focuses on Queensland stores that have succeeded in increasing the number of customers through service that is considered satisfactory both offline and online.