Pengaruh Penggunaan Member Card Terhadap Kepuasan Pelanggan di Bolly Departement Store Kota Bima

Abstract

This study aims to analyze the effect of member card usage on customer satisfaction at Bolly Department Store in Bima City. The research applied a quantitative approach with a survey method, where data were collected through questionnaires from 96 respondents selected using purposive sampling, specifically customers who owned a member card. The research instrument was tested using validity and reliability tests to ensure accuracy and consistency. Data were analyzed using simple linear regression, correlation coefficient, coefficient of determination, and t-test with the assistance of SPSS software. The findings indicate that the member card variable has a positive and significant effect on customer satisfaction. This is evidenced by the t-test result, where the t-value (1.894) exceeded the t-table value (1.661). However, the coefficient of determination (R²) was only 0.029, meaning that the member card explains merely 2.9% of the variation in customer satisfaction, while 97.1% is influenced by other factors. Therefore, although the member card improves customer satisfaction, its contribution is relatively small, suggesting that additional and more comprehensive marketing strategies are needed.