Characteristics of Consumer with Product Satisfaction in Jakarta "Desa Spa" Company


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

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.

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31 - July - 2022

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