Yansah, RiyanAfri (2013) Analisis Kualitas Pelayanan (Service Quality) Terhadap Kepuasan Konsumen Pada Sop Ayam Pak Min Klaten Di Malang. Sarjana thesis, Universitas Brawijaya.
Abstract
Tujuan dari penelitian ini adalah untuk menganalisis kualitas layanan pada kepuasan pelanggan di SOP AYAM Pak Min Klaten di Malang. Penelitian ini dilakukan di SOP Ayam Pak Min Klaten di Kota Malang dari Desember 2012 hingga Januari 2013. Tujuan dari pengumpulan data ini adalah untuk mengidentifikasi perilaku konsumen dan untuk menganalisis faktor-faktor yang memengaruhi kepuasan konsumen dalam pembelian ayam SOP AYAM Pak Min Klaten. Seratus lima puluh responden dipilih sebagai sampel dengan metode accidental sampling. Data dianalisis dengan analisis regresi berganda. Hasil penelitian menunjukkan bahwa ada hubungan dan pengaruh yang signifikan antara nyata, keandalan, respon, jaminan dan empati dan kepuasan pelanggan. Disimpulkan bahwa faktor dominan yang memengaruhi kepuasan pelanggan nyata, keandalan dan empati.
English Abstract
The objective of this research was to analyze the service quality on customer satisfaction in Sop Ayam Pak Min Klaten in Malang. The research was conducted in Sop Ayam Pak Min Klaten in Malang city from December 2012 to January 2013. The purpose of this data collection was to identify consumer behavior and to analyze the factors influenced consumer satisfaction in the purchase of chicken Sop Ayam Pak Min Klaten. One hundred and fifty respondents were chosen as samples by accidental sampling method. Data were analyzed by multiple regression analysis. The result showed that there were significant relationship and influence between tangible, reliability, responsiveness, assurance and empathy and customer satisfaction. It is concluded that the dominant factors influenced customers satisfaction were tangible, reliability and empathy.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FPT/2013/36/051304633 |
| Subjects: | 600 Technology (Applied sciences) > 636 Animal husbandry |
| Divisions: | Fakultas Peternakan > Peternakan |
| Depositing User: | Endang Susworini |
| Date Deposited: | 12 Jul 2013 09:41 |
| Last Modified: | 21 Oct 2021 07:17 |
| URI: | http://repository.ub.ac.id/id/eprint/136998 |
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