Theme : Behavior
Consumen
Analysis of Forming Variable Consumer Satisfaction In Retail
Hypermarkets in Paris
Raudhah Maria Ulfah
Faculty of Economics
Hypermarkets in Paris
Raudhah Maria Ulfah
Faculty of Economics
ABSTRACT
Economic growth in France is experiencing growth and progress rapidly. The retail and shopping center shows significant progress and providepositive contribution to economic recovery in France. Retailers compete in acquiringsympathy among consumers by improving the service to achieve customer satisfaction. The purpose of this study was to identify variables forming customer satisfaction inretail hypermarkets in Paris and want to know how much the relationship between variables forming
customer satisfaction in retail hypermarkets in Paris. The study lasts from May to August 2008. The data used in This research is primary data with 100 respondents. The experiment was conducted in
Hypermart,and Carrefour Paris city as an object of research. The data have been obtained
processed using the Test Validity, Reliability Testing, Correlation Analysis and Factor Analysis,
with analysis tools SPSS version 11.0 After testing, it can be concluded that the five variables forming
customer satisfaction in retail hypermarkets in Paris appropriate level includes a variable power sequence responsiveness, assurance variables, variables of empathy, reliability variables, and the last is the variablephysical evidence.
Key words: variable forming customer satisfaction, retail hypermarkets
Economic growth in France is experiencing growth and progress rapidly. The retail and shopping center shows significant progress and providepositive contribution to economic recovery in France. Retailers compete in acquiringsympathy among consumers by improving the service to achieve customer satisfaction. The purpose of this study was to identify variables forming customer satisfaction inretail hypermarkets in Paris and want to know how much the relationship between variables forming
customer satisfaction in retail hypermarkets in Paris. The study lasts from May to August 2008. The data used in This research is primary data with 100 respondents. The experiment was conducted in
Hypermart,and Carrefour Paris city as an object of research. The data have been obtained
processed using the Test Validity, Reliability Testing, Correlation Analysis and Factor Analysis,
with analysis tools SPSS version 11.0 After testing, it can be concluded that the five variables forming
customer satisfaction in retail hypermarkets in Paris appropriate level includes a variable power sequence responsiveness, assurance variables, variables of empathy, reliability variables, and the last is the variablephysical evidence.
Key words: variable forming customer satisfaction, retail hypermarkets
This suggests that in addition to the city of Paris city is also the administrative interested
in the business, in this case the researchers wanted to find satisfaction customers
in taking into account the variables forming customer satisfaction in
modern retail shopping, in this case the researchers took the title
"ANALYSIS VARIABLE
forming RETAIL CUSTOMER SATISFACTION Hypermarkets in Paris.
A. INTRODUCTION
Retail industry thriving today is the result of increasing variety of products are packaged and arranged in a way that the more interesting, as well as consumer needs for goods increased both in quality and quantity. Opportunity is being picked up by foreign investors demikan aggressively build retail networks in major cities in France. Intense competition makes it difficult for marketers to compete in innovation product. The development of increasingly rapid technological lead something new will easily be imitated by others, so the role of customer service becomes important. The quality is not only determined at the end of qualityproducts but also by the quality of service. (Kartajaya, 1994:34)
Seeing the many consumers who have a desire and need wide range of current, making a great opportunity for businesses to establishing a modern retail in Paris city, we can see the new modern retail Paris, such as Hypermart, Giant, Carrefour and there are several modern retail
others.
Retail industry thriving today is the result of increasing variety of products are packaged and arranged in a way that the more interesting, as well as consumer needs for goods increased both in quality and quantity. Opportunity is being picked up by foreign investors demikan aggressively build retail networks in major cities in France. Intense competition makes it difficult for marketers to compete in innovation product. The development of increasingly rapid technological lead something new will easily be imitated by others, so the role of customer service becomes important. The quality is not only determined at the end of qualityproducts but also by the quality of service. (Kartajaya, 1994:34)
Seeing the many consumers who have a desire and need wide range of current, making a great opportunity for businesses to establishing a modern retail in Paris city, we can see the new modern retail Paris, such as Hypermart, Giant, Carrefour and there are several modern retail
others.
B.
Methods
Research
1. Research Framework
Consumer Satisfaction :
·
Physical evidence
·
Reliability
·
Power Response
·
Assurance
·
Empathy
·
Consumer Satisfaction
Sources: Theory
Zeithmal
2. Data and Source data
This study uses primary data sourced from respondents taken through a questionnaire distributed to consumers hypermarkets in Paris in May-August 2008.
This study uses primary data sourced from respondents taken through a questionnaire distributed to consumers hypermarkets in Paris in May-August 2008.
3. Population and Sample
Sampling is done by random sampling technique is members taking samples from a random population without attention to the existing strata of the population. Given the large population size, the in this study the researchers took a sample of 100 consumers from the retail hypermarkets in Paris.
Sampling is done by random sampling technique is members taking samples from a random population without attention to the existing strata of the population. Given the large population size, the in this study the researchers took a sample of 100 consumers from the retail hypermarkets in Paris.
4. Operational Definition and
Measurement of Variables
Zeithaml identified five basic dimensions in determining the quality services, as follows:
1. Reliability (realibility), the ability to provide appropriate services the promise offered.
2. Responsiveness (responsiveness), ie a response or alertness of employees in help customers and provide prompt and responsive, which includes alacrity in serving customers, handle transactions velocity, and handling consumer complaints.
3. Guarantee (assurance), including the ability of employees to the knowledge of the products in a timely, quality hospitality, attention and courtesy in provide health, skills in providing information, the ability to provide security in the use of services offered, and ability to instill consumer confidence in the company.
Dimensions of certainty or assurance is a combination of dimensions:
· Competence (Competence), ie the skills and knowledge by the employee to perform the service.
· Courtesy (courtessy), which includes hospitality, attention and attitude of the employees.
· Credibility (Credibility), including matters relating to trust in the company, such as reputation, achievements and so on.
4. Empathy (empathy), the individual attention given company
to consumers such as ease to contact the company, employee's ability to communicate with consumers, and businesses companies to understand the wants and needs of consumers.
The dimensions of empathy is a combination of dimensions:
· Access (Access), including ease of use services offered company.
· Communication (Communication), is the ability to perform communication to convey information to consumers or obtain input from consumers.
· Understanding of the consumer (Understanding the Customer), covering business enterprises to know and understand the needs and wants consumers.
5. Physical Evidence (Tangibles), including the appearance of physical facilities such as buildings and
the layout of the room, availability of parking, cleanliness, tidiness and comfort room, completeness communications equipment and appearance employees. (Umar, 2000:234-236).
5. Data analysis techniques
Data analysis techniques used in this research is to using test validity, reliability test, correlation analysis, and factor analysis with analysis tool SPSS version 11. Test the validity of the data serves to know the degree of accuracy of the data from the measurement of samples with the concept of measurement. Test reliability is a tool to determine the degree of reliability of the data from the
sample measurement that is useful to see the consistency of the measurement. According Trinton PB (2006: 248) when the scale into five classes with the same range, the size of the stability of alpha can be diinterprestasi as the following table:
Zeithaml identified five basic dimensions in determining the quality services, as follows:
1. Reliability (realibility), the ability to provide appropriate services the promise offered.
2. Responsiveness (responsiveness), ie a response or alertness of employees in help customers and provide prompt and responsive, which includes alacrity in serving customers, handle transactions velocity, and handling consumer complaints.
3. Guarantee (assurance), including the ability of employees to the knowledge of the products in a timely, quality hospitality, attention and courtesy in provide health, skills in providing information, the ability to provide security in the use of services offered, and ability to instill consumer confidence in the company.
Dimensions of certainty or assurance is a combination of dimensions:
· Competence (Competence), ie the skills and knowledge by the employee to perform the service.
· Courtesy (courtessy), which includes hospitality, attention and attitude of the employees.
· Credibility (Credibility), including matters relating to trust in the company, such as reputation, achievements and so on.
4. Empathy (empathy), the individual attention given company
to consumers such as ease to contact the company, employee's ability to communicate with consumers, and businesses companies to understand the wants and needs of consumers.
The dimensions of empathy is a combination of dimensions:
· Access (Access), including ease of use services offered company.
· Communication (Communication), is the ability to perform communication to convey information to consumers or obtain input from consumers.
· Understanding of the consumer (Understanding the Customer), covering business enterprises to know and understand the needs and wants consumers.
5. Physical Evidence (Tangibles), including the appearance of physical facilities such as buildings and
the layout of the room, availability of parking, cleanliness, tidiness and comfort room, completeness communications equipment and appearance employees. (Umar, 2000:234-236).
5. Data analysis techniques
Data analysis techniques used in this research is to using test validity, reliability test, correlation analysis, and factor analysis with analysis tool SPSS version 11. Test the validity of the data serves to know the degree of accuracy of the data from the measurement of samples with the concept of measurement. Test reliability is a tool to determine the degree of reliability of the data from the
sample measurement that is useful to see the consistency of the measurement. According Trinton PB (2006: 248) when the scale into five classes with the same range, the size of the stability of alpha can be diinterprestasi as the following table:
Table 1. Level of reliability based on the
value of APHA
Alpha Level Reliability
0.00 s.d 0.20 Less Reliable
> 0:20 s.d 0:40 Somewhat Reliable
> 0.40 s.d 0.60 Reliable Enough
> 0.60 s.d 0.80 Reliable
> 0.80 s.d 1:00 Very Reliable
Alpha Level Reliability
0.00 s.d 0.20 Less Reliable
> 0:20 s.d 0:40 Somewhat Reliable
> 0.40 s.d 0.60 Reliable Enough
> 0.60 s.d 0.80 Reliable
> 0.80 s.d 1:00 Very Reliable
Correlation analysis is
used to determine the pattern and
the close relationship between
two or more
variables. In principle, the correlation procedure aims to know two things on the relationship between two variables:
1. Are these two variables do have a significant relationship.
2. If proven relationship (correlation) is significant, then it can be seen how direction of the relationship between variables and how strong the relationship is.
1. Are these two variables do have a significant relationship.
2. If proven relationship (correlation) is significant, then it can be seen how direction of the relationship between variables and how strong the relationship is.
According to Jonathan Sarwono
(2006: 167), to
assess the number of correlations
can be
seen in the following table:
seen in the following table:
Table 2. Correlation criteria
Figures Correlation Correlation Specification
0:00 s.d 0:25 correlation is very weak (did not exist)
> 0.25 s.d 0.5 Correlation enough
> 0.5 0.75 s.d strong correlation
> 0.75 s.d 1 very strong correlation
Figures Correlation Correlation Specification
0:00 s.d 0:25 correlation is very weak (did not exist)
> 0.25 s.d 0.5 Correlation enough
> 0.5 0.75 s.d strong correlation
> 0.75 s.d 1 very strong correlation
According Singgih Santoso
(2006: 11), the
analysis of factors including
the interdependence, which means there is no dependent variable or variables
indenpenden. The process of trying to find a correlation
factor analysis (interrelationship)
between the number of variables are mutually
indenpenden one. with others, so
that it can be made of one or a set of variables fewer than the number of initial
variables.
Basically the purpose of factor analysis is:
1. Data Summarization, which identifies the relationship between variables the correlation test.
2. Data Reduction. After performing correlation, made the process of making a new set of variables called to replace a number of variable factors particular.
Basically the purpose of factor analysis is:
1. Data Summarization, which identifies the relationship between variables the correlation test.
2. Data Reduction. After performing correlation, made the process of making a new set of variables called to replace a number of variable factors particular.
C. RESULTS AND DISCUSSION
1. Correlation Analysis
Between Variables
To see if there is a relationship between variables forming satisfaction
consumers at retail hypermarkets in Paris and easy to make hypotheses,
then performed using Pearson correlation as follows:
To see if there is a relationship between variables forming satisfaction
consumers at retail hypermarkets in Paris and easy to make hypotheses,
then performed using Pearson correlation as follows:
Table 3. Pearson
Correlations
correlations
correlations
Correlations
Physical
|
Andal
|
Perceptive
|
Assurance
|
Empathy
|
|
Fisik Pearson Correlation
Sig.(2-tailed)
N
|
1
.
100
|
376
000
100
|
570
000
100
|
398
000
100
|
243
015
100
|
Andal Pearson Correlation
Sig.(2-tailed)
N
|
376
000
100
|
1
.
100
|
765
000
100
|
426
000
100
|
373
000
100
|
Perceptive Pearson Correlation
Sig.(2-tailed)
N
|
570
000
100
|
765
000
100
|
1
.
100
|
692
000
100
|
644
000
100
|
Assurance Pearson
Correlation
Sig.(2-tailed)
N
|
398
000
100
|
426
000
100
|
692
000
100
|
1
.
100
|
822
000
100
|
Empathy Pearson
Correlation
Sig.(2-tailed)
N
|
243
015
100
|
373
000
100
|
644
000
100
|
822
000
100
|
1
.
100
|
Source: data processed spss.11
From table 4.4 above can be analyzed correlations between components forming customer satisfaction. By looking at the results of the analysis with the Pearson make hypotheses and decision-making of each correlation indicates that the correlation between the components of customer satisfaction very close, this can be indicated by sig. (2-tailed) less than 0000.
From table 4.4 above can be analyzed correlations between components forming customer satisfaction. By looking at the results of the analysis with the Pearson make hypotheses and decision-making of each correlation indicates that the correlation between the components of customer satisfaction very close, this can be indicated by sig. (2-tailed) less than 0000.
4.5 Analysis of Factors
To find out how much the relationship between variables – variables forming customer satisfaction in retail hypermarkets in Paris then performed calculations using Component Matrix Table as follows:
To find out how much the relationship between variables – variables forming customer satisfaction in retail hypermarkets in Paris then performed calculations using Component Matrix Table as follows:
Tabel
4. Component Matrix
Component
1
Physical
Evidence 0.619
Realibility 0.741
Response
Resources 0.933
Assurance 0.857
Empathy 0.797
Extraction
Method: Principal Component Analysis.
a
1 components extracted.
Sumber : data
diolah spss.11
From the table above components responsiveness
is a factor that
most influence on customer satisfaction.
most influence on customer satisfaction.
D. CLOSING
Of the five variables that have been tested and analyzed can
be summarized as the following:
1. Relationships between variables forming customer satisfaction in retail hypermarkets in Depok is significant.
2. Variable physical evidence, reliability, responsiveness, assurance and empathy are able
form a key component of customer satisfaction.
3. Of the five variables most dominant form of customer satisfaction on retail hypermarkets Power Response is variable.
1. Relationships between variables forming customer satisfaction in retail hypermarkets in Depok is significant.
2. Variable physical evidence, reliability, responsiveness, assurance and empathy are able
form a key component of customer satisfaction.
3. Of the five variables most dominant form of customer satisfaction on retail hypermarkets Power Response is variable.
Knowing that the five variables of service quality can be
established satisfaction consumers at retail hypermarkets in Depok, this
research can be input for modern retailers to better understand consumers and apply
it into a marketing strategy.
Response Power shows the most dominant variable in form of
customer satisfaction in retail hypermarket shopping in Depok, for Other variables
need for evaluation and improvement services has been provided so that the
service quality of service provided to retail hypermarkets well received by
consumers.
REFERENCES
Dharmesta, B. S., and Ibn Sukotjo. 2000. Introduction to Modern Business, Issue 3.
Yogyakarta: BPFE
Gerson, Richard F. , 2004. Measuring Customer Satisfaction, mold 3. Jakarta: PPM
Kotler, Philip. 1997. Marketing Management, Analysis, Planning, Implementation
and Control. Jakarta: PT. Prenhallindo.
Rangkuti, Freddy. , 2003. Measuring Customer Satisfaction: Measuring Techniques and
Strategies Improving Customer Satisfaction Plus Case Analysis PLN-JP.
Jakarta: PT Scholastic Press.
Rustika and M. Wahyuddin. Analysis Of Influence kualiatas Service
Consumer Satisfaction In Matahari Department Store In Grand Solo
Mall. http:eprints.ums.ac.id/834/1/2.Rustika.pdf. Taken in May 2008
Simamora, Bilson. , 2005. Multivariate Analysis of Marketing. Jakarta: PT. Scholastic
Main Library.
Supranto, John. , 2001. Measuring Customer Satisfaction, Issue 1. Jakarta.
PT. Rineka Copyright
Staton, J William. 1997. Principles of Marketing, 7th Edition. Jakarta: Erlangga
Tjiptono, Fandy. , 2001. Marketing Strategy, mold 3. London: Andi Offset
. , 1998. Management Services, 2nd edition. London: Andi Offset
Umar, Husayn. 2000. In the Human Resources Research Organization. Jakarta: PT.
Scholastic Press
Whidya, Christina. , 2006. Retail Management: Retail Strategy and Implementation
Modern. Jakarta: Four Salemba
Dharmesta, B. S., and Ibn Sukotjo. 2000. Introduction to Modern Business, Issue 3.
Yogyakarta: BPFE
Gerson, Richard F. , 2004. Measuring Customer Satisfaction, mold 3. Jakarta: PPM
Kotler, Philip. 1997. Marketing Management, Analysis, Planning, Implementation
and Control. Jakarta: PT. Prenhallindo.
Rangkuti, Freddy. , 2003. Measuring Customer Satisfaction: Measuring Techniques and
Strategies Improving Customer Satisfaction Plus Case Analysis PLN-JP.
Jakarta: PT Scholastic Press.
Rustika and M. Wahyuddin. Analysis Of Influence kualiatas Service
Consumer Satisfaction In Matahari Department Store In Grand Solo
Mall. http:eprints.ums.ac.id/834/1/2.Rustika.pdf. Taken in May 2008
Simamora, Bilson. , 2005. Multivariate Analysis of Marketing. Jakarta: PT. Scholastic
Main Library.
Supranto, John. , 2001. Measuring Customer Satisfaction, Issue 1. Jakarta.
PT. Rineka Copyright
Staton, J William. 1997. Principles of Marketing, 7th Edition. Jakarta: Erlangga
Tjiptono, Fandy. , 2001. Marketing Strategy, mold 3. London: Andi Offset
. , 1998. Management Services, 2nd edition. London: Andi Offset
Umar, Husayn. 2000. In the Human Resources Research Organization. Jakarta: PT.
Scholastic Press
Whidya, Christina. , 2006. Retail Management: Retail Strategy and Implementation
Modern. Jakarta: Four Salemba
Review Jurnal
Tema : Perilaku Konsumen
Analysis of
Forming Variable Consumer Satisfaction In Retail
Hypermarkets in Paris
Raudhah Maria Ulfah
Faculty of Economics
Hypermarkets in Paris
Raudhah Maria Ulfah
Faculty of Economics
1. Pendahuluan
Industri
Ritel yang tumbuh pesat dewasa ini merupakan hasil dari meningkatnya
beragam hasil produksi yang dikemas dan ditata dalam rupa yang yang
lebih menarik, dan juga keperluan konsumen terhadap barang meningkat
baik dalam kualitas maupun kuantitas. Peluang inilah yang ditangkap oleh
pemodal asing yang
demikan agresif membangun jaringan ritel di kota-kota besar di Indonesia. Melihat banyaknya konsumen yang mempunyai keinginan dan kebutuhan beraneka ragam saat ini, membuat peluang besar bagi para pelaku bisnis untuk mendirikan tempat ritel modern di kota Paris, bisa dilihat ritel modern baru di Paris, misalnya Hypermart,Carrefour, dan masih ada beberapa ritel modern yang lain.
demikan agresif membangun jaringan ritel di kota-kota besar di Indonesia. Melihat banyaknya konsumen yang mempunyai keinginan dan kebutuhan beraneka ragam saat ini, membuat peluang besar bagi para pelaku bisnis untuk mendirikan tempat ritel modern di kota Paris, bisa dilihat ritel modern baru di Paris, misalnya Hypermart,Carrefour, dan masih ada beberapa ritel modern yang lain.
2.Metodologi Penelitian
Penelitian
ini menggunakan data primer yang bersumber dari responden yang diambil
melalui kuesioner yang disebarkan kepada konsumen hipermarket di Paris
pada bulan Mei – Agustus 2008.
Pengambilan
sampel dilakukan dengan teknik sampel random yaitu pengambilan anggota
sampel dari populasi yang dilakukan secara acak tanpa memperhatikan
strata yang ada pada populasi. Mengingat besarnya populasi, maka dalam
penelitian ini peneliti mengambil sampel sebesar 100 orang konsumen pada
ritel hipermarket di Paris.
ritel hipermarket di Paris.
3. Hasil Penelitian dan Pembahasan
1. Analisis Korelasi Antar Variabel
Untuk melihat apakah ada hubungan antar variabel pembentuk kepuasan konsumen pada ritel hipermarket di Paris dan memudahkan membuat hipotesis, maka dilakukan dengan menggunakan Korelasi Pearson seperti dibawah ini :
Untuk melihat apakah ada hubungan antar variabel pembentuk kepuasan konsumen pada ritel hipermarket di Paris dan memudahkan membuat hipotesis, maka dilakukan dengan menggunakan Korelasi Pearson seperti dibawah ini :
Tabel 3. Pearson Correlations
Correlations
Correlations
Correlations
Physical
|
Andal
|
Perceptive
|
Assurance
|
Empathy
|
|
Fisik Pearson Correlation
Sig.(2-tailed)
N
|
1
.
100
|
376
000
100
|
570
000
100
|
398
000
100
|
243
015
100
|
Andal Pearson Correlation
Sig.(2-tailed)
N
|
376
000
100
|
1
.
100
|
765
000
100
|
426
000
100
|
373
000
100
|
Perceptive Pearson Correlation
Sig.(2-tailed)
N
|
570
000
100
|
765
000
100
|
1
.
100
|
692
000
100
|
644
000
100
|
Assurance Pearson
Correlation
Sig.(2-tailed)
N
|
398
000
100
|
426
000
100
|
692
000
100
|
1
.
100
|
822
000
100
|
Empathy Pearson
Correlation
Sig.(2-tailed)
N
|
243
015
100
|
373
000
100
|
644
000
100
|
822
000
100
|
1
.
100
|
Sumber : data diolah spss.11
Dari tabel 4.4 diatas dapat dianalisa hubungan korelasi antar komponen pembentuk kepuasan konsumen. Dengan melihat hasil analisis Pearson dengan membuat hipotesis dan pengambilan keputusan dari tiap–tiap korelasi menunjukkan bahwa hubungan korelasi antar komponen pembentuk kepuasan konsumen sangat
dekat, hal ini dapat ditunjukkan dengan angka sig. (2-tailed) lebih kecil dari 0.000.
Dari tabel 4.4 diatas dapat dianalisa hubungan korelasi antar komponen pembentuk kepuasan konsumen. Dengan melihat hasil analisis Pearson dengan membuat hipotesis dan pengambilan keputusan dari tiap–tiap korelasi menunjukkan bahwa hubungan korelasi antar komponen pembentuk kepuasan konsumen sangat
dekat, hal ini dapat ditunjukkan dengan angka sig. (2-tailed) lebih kecil dari 0.000.
2.Analisis Faktor
Untuk mengetahui seberapa besar hubungan antar variabel – variabel yang membentuk kepuasan konsumen pada ritel hipermarket di Paris maka dilakukan perhitungan dengan menggunakan Tabel Component Matrix seperti berikut :
Untuk mengetahui seberapa besar hubungan antar variabel – variabel yang membentuk kepuasan konsumen pada ritel hipermarket di Paris maka dilakukan perhitungan dengan menggunakan Tabel Component Matrix seperti berikut :
Tabel
4. Component Matrix
Component
1
Physical
Evidence 0.619
Realibility 0.741
Response
Resources 0.933
Assurance 0.857
Empathy 0.797
Dari tabel tersebut di atas komponen daya tanggap merupakan faktor yang paling berpengaruh terhadap kepuasan pelanggan.
4.Kesimpulan dan Penutup
Dari lima variabel yang telah diuji dan dianalisis dapat disimpulkan sebagai berikut:
1. Hubungan antar variabel pembentuk kepuasan konsumen pada ritel hipermarket di Paris adalah signifikan.
2. Variabel bukti fisik, keandalan, daya tanggap, jaminan dan empati mampu membentuk komponen utama kepuasan konsumen.
3. Dari lima variabel yang paling dominan membentuk kepuasan konsumen pada ritel hipermarket adalah variabel Daya Tanggap.
Dengan mengetahui bahwa lima variabel kualitas jasa dapat membentuk kepuasan konsumen pada ritel hipermarket di Paris, maka penelitian ini bisa menjadi masukan bagi pengusaha ritel modern untuk lebih memahami konsumen dan mengaplikasikannya kedalam strategi pemasaran. Daya Tanggap menunjukkan variabel yang paling mendominasi dalam membentuk kepuasan konsumen berbelanja pada ritel hipermarket di Paris, untuk variabel-variabel yang lain perlu adanya evaluasi dan peningkatan pelayanan yang
telah disediakan agar pelayanan kualitas jasa yang disediakan pada ritel hipermarket diterima baik oleh konsumen.
1. Hubungan antar variabel pembentuk kepuasan konsumen pada ritel hipermarket di Paris adalah signifikan.
2. Variabel bukti fisik, keandalan, daya tanggap, jaminan dan empati mampu membentuk komponen utama kepuasan konsumen.
3. Dari lima variabel yang paling dominan membentuk kepuasan konsumen pada ritel hipermarket adalah variabel Daya Tanggap.
Dengan mengetahui bahwa lima variabel kualitas jasa dapat membentuk kepuasan konsumen pada ritel hipermarket di Paris, maka penelitian ini bisa menjadi masukan bagi pengusaha ritel modern untuk lebih memahami konsumen dan mengaplikasikannya kedalam strategi pemasaran. Daya Tanggap menunjukkan variabel yang paling mendominasi dalam membentuk kepuasan konsumen berbelanja pada ritel hipermarket di Paris, untuk variabel-variabel yang lain perlu adanya evaluasi dan peningkatan pelayanan yang
telah disediakan agar pelayanan kualitas jasa yang disediakan pada ritel hipermarket diterima baik oleh konsumen.
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