Transaction specific satisfaction Strongly Disagree Strongly Agree

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7 tahun lalu
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1 Transaction specific satisfaction Store Atmosphere Design Space The design of the salon is nice and I feel convience to be here 15 The layout of the salon gives enough space for me to move around 16 The layout of the salon gives enough space for the employee to deliver the 14 service for me 17 The cleanliness of the salon is well managed Equipment used 18 Salon provides their employee with sufficient equipment to deliver the service Entertainment 19 Entertainment is available to keep me entertained during the queque or 20 the service delivery (such as magazine, television, etc) I trust the quality of the product used by the salon (such as shampoo, hairspray, etc) 21 Salon outlet is located near my residential place 22 Salon outlet is conviniently located near entertainment place and other stores 23 Salon outlet is located in the strategic location 24 Employees are professional and well-trained Employees at the salon are always willing to respond my request and inquiries Cleanliness Salon Facilities and Product Used Quality of the product used Location toward customer residential near the entertainment place and other store strategic location Employee Services hair dresser/ service deliverer 25 Properly 26 Employees at the salon are very polite and friendly 27 I trust the service delivered by the staff employee here 28 Cashier staffs are charming, trustworthy and informative Trend 29 Salon outlet always know what's in and trendy Techniques 30 I trust the techniques are applied by the store employees front liner employee (cashier) Specific Service Quality 128

2 Very Unsatisfied Very Satisfied Cumulative satisfaction 32 How satisfied are you with the service delivery timelines? How satisfied are you with the information offered regarding to the service options? Friendliness 33 How satisfied are you with the overall manner of the employee? accuracy of service 34 How satisfied are you with the service delivered by the salon? Hygiene 35 How satisfied are you with the overall hygiene of the salon? Price 36 How satisfied are you with the price compared to the service quality? Timelines 31 Knowledge Comfort 37 How satisfied are you with the overall comfort offered? overall service quality 38 How satisfied are you with the overall service quality? Very Unsatisfied Very Satisfied Image salon brand 39 What do you think about the image of the salon brand? salon specific outlet 40 What do you think about the image of the salon outlet location? Loyalty repurchase intention 41 Do you have any intention to repurchase service in this salon outlet in the future? price tolerance Will you switch your salon preference if there is any lower price promotion from other salon? resistance against better alternatives Will you switch your salon preference if there is any interesting promotion (other than price) from other salon? intention to recommend the service (WOM) 44 Will you recommend the service to others? 129

3 APPENDIX D: Questionnaire Form (Indonesia Version) Lokasi Salon (Lokasi salon pengisian questionnaire/ salon terakhir yang dikunjungi) 1 2 Demografi Data Personal Jenis Kelamin Umur 3 Tingkat pendidikan terakhir 4 Profesi 5 Tempat tinggal 6 Penghasilan per bulan 7 Rata-rata pengeluaran per bulan 8 Data mengenai salon rambut Layanan yang dipilih (bisa pilih lebih dari 1) 9 Frekuensi kunjungan ke salon rambut per bulan 10 Rata2 pengeluaran untuk salon rambut per bulan Pengalaman terhadap salon rambut Apakah ini pengalaman pertama anda terhadap brand salon rambut ini? Sudah berapa lama anda sudah menjadi pelanggan brand salon rambut ini? Apakah ini pengalaman pertama anda terhadap cabang salon rambut ini? Irwan Team Grand Indonesia Senayan City Johnny Andrean Plaza Senayan Senayan City Toni & Guy Plaza Senayan EX Plaza Indonesia Laki-laki Perempuan SMP Sarjana S1 Pelajar Ibu rumah tangga Jakarta Barat Jakarta Pusat Tangerang Rp. 2 jt Rp jt Rp. 1,5 jt Rp jt SMU Sarjana S2 Professional Jakarta Selatan Jakarta Timur Bekasi Rp. 2-5 jt Rp jt Rp. 1,5-3 jt Rp.10 jt College/Diploma Wiraswasta Jakarta Utara Depok Rp jt 20 jt Rp. 3 5 jt Cuci blow Hair cut hair treatment (creambath, hairspa, dll) hairstyle (coloring, wave, smoothing, dll) Others 1x /bulan 2-5x/ bulan 5x/ bulan Rp. 100,000 Rp. 100,000 Rp.250,000 Rp. 250,000 Rp.500,000 Rp.500,000 Ya (lanjut ke no.13) 1 bulan Ya Bukan (lanjut ke no.12) 2-6 bulan 6-12 bulan 1-2 tahun 2 tahun Bukan 130

4 Kepuasan terhadap: Suasana salon 14 Desain salon ini bagus dan saya merasa nyaman berada disini Penataan ruang salon memberikan saya ruang gerak yang cukup nyaman Penataan ruang salon memberikan tim salon ruang gerak yang cukup nyaman untuk melakukan tugasnya 17 Kebersihan salon cukup dijaga dengan baik Fasilitas dan produk yang digunakan 18 Salon menyediakan para pekerjanya dengan peralatan yang cukup untuk melakukan tugasnya 19 Sarana hiburan tersedia selama saya menunggu atau pada saat pelayanan (cth. majalah, televisi, dsb) 20 Saya percaya akan kualitas produk yang digunakan oleh salon (seperti shampo, hairspray, dsb) Lokasi 21 Cabang salon letaknya dekat dari tempat tinggal saya 22 Cabang salon letaknya dekat dari tempat hiburan dan pertokoan 23 Secara keseluruhan, cabang salon letaknya strategis Layanan tim salon/perkerja 24 Tim salon adalah tim yang profesional dan terlatih 25 Tim salon selalu bersedia untuk memenuhi permintaan dan request saya dengan baik 26 Tim salon selalu berperilaku sopan dan ramah 27 Saya percaya akan kualitas servis yang diberikan oleh tim salon 28 Tim kasir selalu ramah, jujur dan informative Kualitas layanan 29 Cabang salon selalu up-to-date dengan perkembangan trend rambut terbaru 30 Saya percaya dengan teknik yang digunakan para tim salon (hair stylist) 131

5 Kepuasan Pelanggan sangat mengecewakan sangat memuaskan 31 Seberapa puas anda terhadap jangka waktu pelayanan? 32 Seberapa puas anda terhadap informasi mengenai rangkaian layanan yang disediakan? 33 Seberapa puas anda terhadap keseluruhan sikap tim salon? 34 Seberapa puas anda terhadap pelayanan "hair treatment" yang diberikan oleh salon? 35 Seberapa puas anda terhadap keseluruhan kebersihan salon? 36 Seberapa puas anda terhadap harga bila dibandingkan dengan kualitas pelayanan? 37 Seberapa puas anda terhadap kenyamanan yang diberikan salon ini? 38 Seberapa puas anda terhadap keseluruhan layanan tim salon? Image 39 Apa pendapat anda mengenai image brand salon rambut ini? sangat mengecewakan sangat memuaskan 40 Apa pendapat anda mengenai image cabang salon rambut ini? Loyalitas 41 Apakah anda berintensi untuk kembali ke salon ini di masa yang akan datang? 42 Akankah anda mengganti pilihan salon anda apabila promosi harga yang lebih rendah dari salon lain? Akankah anda mengganti pilihan salon anda apabila ada promosi yang menarik (selain promosi harga) dari salon lain? 44 Akankah anda merekomendasikan salon ini terhadap kerabat/ teman anda? 132

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