Pengaruh kualitas lavanan terhadap kepuasan konsumen Kentucky Fried Chicken di "Sinar Rungkut" Surabaya

Cahyono, Selvi Agustina (2000) Pengaruh kualitas lavanan terhadap kepuasan konsumen Kentucky Fried Chicken di "Sinar Rungkut" Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini memiliki tujuan untuk menganalisis pengaruh kualitas layanan terhadap kepuasan konsumen Kentucky Fried Chicken di Surabaya, dan untuk menganalisis variabel yang dominan terhadap kepuasan konsumen Kentucky Fried Chicken di Surabaya. Berdasarkan tujuan tersebut, variabel penelitian yang digunakan adalah: Variabel terikat (Y): kepuasan konsumen; Variabel bebas (X) yang terdiri dari: professionalism and skills (X1); attitudes and behavior (X2); accessibility and flexibility (X3); reliability and trustworthiness (X4); recovery (X5); reputation and credibility (X6). Aras skala pengukuran penelitian ini adalah skala likert dan skala pengukuran data populasi dalam penelitian ini adalah orang yang dating dan makan di Kentucky Fried Chicken Sinar Rungkut Surabaya. Jumlah Sampel penelitian adalah 150 responden, teknik pengambilan sampel non-probability sampling dengan metode purposive sampling, teknik analisis data yang digunakan adalah analisis regresi tinier berganda. Hasil pengujian hipotesis secara simultan menunjukkan bahwa professionalism and skills, attitudes and behavior, accessibility and flexibility, reliability and trustwortiness, recovery, reputation and credibility berpengaruh terhadap kepuasan konsumen. Hasil pengujian hipotesis secara parsial menunjukkan bahwa reliability and trustworthiness yang dominan berpengaruh terhadap kepuasan konsumen.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Subjects: Business > Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Users 3017 not found.
Date Deposited: 29 Aug 2016 08:27
Last Modified: 29 Aug 2016 08:27
URI: http://repository.ukwms.ac.id/id/eprint/7434

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