The Analysis of Customer Satisfaction Post Covid-19

DOI

10.2991/assehr.k.210525.135How to use a DOI?

Keywords

trust in brand, promotion mix, service quality, post-covid-19, customer satisfaction

Abstract

This study aims to determine the effect of Trust In Brand, Promotion Mix, Service Quality to Customer Satisfaction at Lotte Mart Branch Mataram post the pandemic of Covid-19. This research is quantitative. In this study, the population is consumers who have made purchases of products at Lotte Mart for the last 6 months with the whole sample is as much as 100 respondents. Data used in this research is both primary and secondary. Data were collected by questionnaire and interviews, and analyzed by adapting multiple linear regression data using SPSS Program. The results showed that; 1) Trust In Brand has a positive and significant impact on Customer Satisfaction at Lotte Mart Branch Mataram post Covid-19; 2) Promotion Mix has a positive and significant impact on Customer Satisfaction at Lotte Mart Branch Mataram post Covid-19; 3) Service Quality has a positive and significant impact on Customer Satisfaction at Lotte Mart Branch Mataram post Covid-19. Based on the study findings, it is suggested that to increase customer satisfaction, Lotte Mart Lombok should improve the quality of service to consumers.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Handry Sudiartha Athar
AU  - Prayitno Basuki
AU  - Budi Santoso
PY  - 2021
DA  - 2021/05/26
TI  - The Analysis of Customer Satisfaction Post Covid-19
BT  - Proceedings of the 2nd Annual Conference on Education and Social Science (ACCESS 2020)
PB  - Atlantis Press
SP  - 497
EP  - 501
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.210525.135
DO  - 10.2991/assehr.k.210525.135
ID  - Athar2021
ER  -