Using the figures in the table above, the following regression equation was obtained.
Y = 0.668 + (-0.016) X1 + (0.185) X2 + (0.224) X3 + (0.118) X4 + (0.270) X5
Interpretation
1. A constant value of 0.668 indicates that if there is no independent variable (Reliability, Responsiveness, Assurance, Empathy, and Tangible), the dependent variable (customer satisfaction) is positive.
2. X1 regression coefficient = -0.016 means that if the service of dimensions X1 has decreased; the level of customer satisfaction will decrease, assuming other variables constant.
3. X2 regression coefficient = 0.185 means that if the services of the dimension X2 has increased, the level of customer satisfaction will increase, assuming other variables constant.
4. X3 regression coefficient = 0.224 means that if the service of the dimension X3 …show more content…
Zara store should be able to maintain and improve the forms of service which can be viewed directly such as physical facilities, equipment and staff courtesy and also adequate means of communication. While the H&M stores must improve the quality of tangible better than Zara and other retail stores. Because based on the percentage, many H&M customers were expressed dissatisfied far more than Zara.
2) Whereas for the variables of (Reliability, Responsiveness, Assurance, and Empathy) needs to be improved, especially in terms of customer complaints regarding the need to keep the customers satisfied. Especially for H&M stores where the majority of respondents still expressed dissatisfied against each item which is much more than the respondents Zara.
8.0 Limitations of the study
1 This study applies only to the company at that time. So, it could not be used to generalize to other companies.
2 Things that are external such as dishonesty respondents in providing the data and their different perceptions are all beyond the ability of the
Y = 0.668 + (-0.016) X1 + (0.185) X2 + (0.224) X3 + (0.118) X4 + (0.270) X5
Interpretation
1. A constant value of 0.668 indicates that if there is no independent variable (Reliability, Responsiveness, Assurance, Empathy, and Tangible), the dependent variable (customer satisfaction) is positive.
2. X1 regression coefficient = -0.016 means that if the service of dimensions X1 has decreased; the level of customer satisfaction will decrease, assuming other variables constant.
3. X2 regression coefficient = 0.185 means that if the services of the dimension X2 has increased, the level of customer satisfaction will increase, assuming other variables constant.
4. X3 regression coefficient = 0.224 means that if the service of the dimension X3 …show more content…
Zara store should be able to maintain and improve the forms of service which can be viewed directly such as physical facilities, equipment and staff courtesy and also adequate means of communication. While the H&M stores must improve the quality of tangible better than Zara and other retail stores. Because based on the percentage, many H&M customers were expressed dissatisfied far more than Zara.
2) Whereas for the variables of (Reliability, Responsiveness, Assurance, and Empathy) needs to be improved, especially in terms of customer complaints regarding the need to keep the customers satisfied. Especially for H&M stores where the majority of respondents still expressed dissatisfied against each item which is much more than the respondents Zara.
8.0 Limitations of the study
1 This study applies only to the company at that time. So, it could not be used to generalize to other companies.
2 Things that are external such as dishonesty respondents in providing the data and their different perceptions are all beyond the ability of the