Service Quality Affecting to Customer’S Satisfaction toward the Artificial Football Turf
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Abstract
The service quality is the thing that all customers expect to gain the best product and the best service, so the customer’s
satisfaction depend on how the service quality are. It is therefore the problem of the artificial football turf spreading, but many
of them are still lacking of the good service quality which will affect the customer’s satisfaction in the issue of repeating use
from those customers. Objective: To study the service quality affecting the customer’s satisfaction toward the artificial football
turf. Methods: This study employed a quantitative research design which the phase of data collection by the questionnaire with
260 participants by non-probability sampling with the accidental method, and analyzed with the descriptive statistic and
correlation research method. Results: The service quality which were comprised of 1) Tangible, 2) Reliability, 3) Responsive, 4)
Assurance, and 5) Empathy have the correlation with the customer’s satisfaction toward the artificial football turf (r = 0.820 –
0.901) with statistically significant at the 0.05 level (P-value = 0.00).
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