Authors :
Wijayanti Dewi Prabandari; Ervina Taviprawati; Linda Desafitri R.B
Volume/Issue :
Volume 7 - 2022, Issue 3 - March
Google Scholar :
https://bit.ly/3IIfn9N
Scribd :
https://bit.ly/3xL3Tk0
DOI :
https://doi.org/10.5281/zenodo.6476728
Abstract :
This study aims to determine consumer
characteristics, consumer satisfaction with spa
products/services, and the relationship between consumer
characteristics and customer satisfaction. The
characteristics of the consumers studied were: gender,
age, last education level, occupation, visit to-, source of
information, willingness to come back, appropriateness of
price, and ease of location. The unit of analysis in this
study is the individual, namely the consumers at the Spa.
The data analysis methods used are: (1) descriptive
statistics, which describe the frequency distribution and
percentage of respondents' answers, and (2) Chi Square
statistics, which are statistics to test independence. The
conclusion obtained shows that most of the Spa consumers
are: women, Indonesian citizens, aged between 20 – 40
years, have a Diploma/S1 education, work employees /
students, get information from brochures/ friends /
internet, willing to come back, think the price is right,
consider the location already good, and put the
product/service as the most important. The relationship
between consumer characteristics and Spa services shows
that nationality, education, occupation, sources of
information and location do not have a significant
relationship with a service. Meanwhile, gender, age,
frequency of visits, pricing and service availability are
significantly related to satisfaction
Keywords :
Satisfaction, Spa.
This study aims to determine consumer
characteristics, consumer satisfaction with spa
products/services, and the relationship between consumer
characteristics and customer satisfaction. The
characteristics of the consumers studied were: gender,
age, last education level, occupation, visit to-, source of
information, willingness to come back, appropriateness of
price, and ease of location. The unit of analysis in this
study is the individual, namely the consumers at the Spa.
The data analysis methods used are: (1) descriptive
statistics, which describe the frequency distribution and
percentage of respondents' answers, and (2) Chi Square
statistics, which are statistics to test independence. The
conclusion obtained shows that most of the Spa consumers
are: women, Indonesian citizens, aged between 20 – 40
years, have a Diploma/S1 education, work employees /
students, get information from brochures/ friends /
internet, willing to come back, think the price is right,
consider the location already good, and put the
product/service as the most important. The relationship
between consumer characteristics and Spa services shows
that nationality, education, occupation, sources of
information and location do not have a significant
relationship with a service. Meanwhile, gender, age,
frequency of visits, pricing and service availability are
significantly related to satisfaction
Keywords :
Satisfaction, Spa.
