Putritamara, JaisyAghniarahim (2013) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Dan Brand Image Pada Rumah Makan Ayam Goreng ( Studi Kasus Rumah Makan Ayam Penyet Suroboyo Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian dilakukan di `Ayam Penyet Suroboyo`, yang terletak di Soekarno-Hatta 7e Malang. Penelitian dilakukan dari 26 Oktober hingga 26 November 2012. Tujuan dari penelitian ini adalah untuk menyelidiki pengaruh kualitas layanan terhadap kepuasan pelanggan dan citra merek. 100 konsumen diperoleh dengan metode accidental sampling. Data primer dikumpulkan dari quesiongerre yang dianjurkan, sedangkan data sekunder dikumpulkan restoran dan sumber terkait lainnya. Analisis faktor dan analisis jalur diaplikasikan untuk menganalisis data. Hasil penelitian menunjukkan bahwa kepuasan konsumen terhadap restoran ayam goreng positif dan langsung dipengaruhi oleh `persepsi konsumen tentang layanan`, `produser kepedulian` dan `persepsi terhadap kemudahan parkir`. `Konsumen Karakteristik` memiliki yang negatif dan langsung dipengaruhi untuk kepuasan konsumen. Padahal `persepsi konsumen tentang layanan`, `produser keprihatinan`, `persepsi terhadap kemudahan parkir`, dan `kepuasan konsumen` memiliki efek positif dan langsung pada gambar merek restoran ayam goreng.
English Abstract
Research was conducted at the "Ayam Penyet Suroboyo", located in the Soekarno-Hatta 7E Malang. Research was conducted from October 26 th to November 26 th 2012. The purpose of this research was to investigate the effect of service quality on customer satisfaction and brand image. 100 consumers were obtained by accidental sampling method. Primary data were collected from instructured quesionairre, whereas secondary data were gathered the restaurant and other related sources. Factor analysis and path analysis were applicated to analyse the data. The result showed that consumer satisfaction toward fried chicken restaurant was positive and direct influenced by "consumer perceptions of service", "producer concern" and "perceptions toward ease of parking". "Characteristic consumer" have a negative and direct influenced to consumer satisfaction. Whereas "consumer perceptions of service", "producer concern", "perceptions toward ease of parking", and "consumer satisfaction" have a positive and direct effect on fried chicken restaurant brand image.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FPT/2013/42/051305116 |
| Subjects: | 600 Technology (Applied sciences) > 636 Animal husbandry |
| Divisions: | Fakultas Peternakan > Peternakan |
| Depositing User: | Endang Susworini |
| Date Deposited: | 15 Jul 2013 11:11 |
| Last Modified: | 19 Oct 2021 12:00 |
| URI: | http://repository.ub.ac.id/id/eprint/137005 |
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2._PENGESAHAN.pdf Download (1MB) | Preview |
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3._RIWAYAT_HIDUP.pdf Download (1MB) | Preview |
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4._KATA_PENGANTAR.pdf Download (1MB) | Preview |
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5._abstract.pdf Download (1MB) | Preview |
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6._ringkasan.pdf Download (1MB) | Preview |
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7._DAFTAR_ISI.pdf Download (1MB) | Preview |
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8._BAB_I.pdf Download (1MB) | Preview |
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9._BAB_II.pdf Download (1MB) | Preview |
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12._BAB_V.pdf Download (1MB) | Preview |
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10._BAB_III.pdf Download (2MB) | Preview |
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11._BAB_IV.pdf Download (2MB) | Preview |
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14._Lampiran_Output_SPSS_.pdf Download (1MB) | Preview |
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13._daftar_pustaka.pdf Download (1MB) | Preview |
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15._lampiran_UJI_MSA.pdf Download (1MB) | Preview |
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16._Lampiran__SPSS_Hasil_Analisis_Faktor_dan_Analisis_jalur.pdf Download (1MB) | Preview |
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1._COVER.pdf Download (1MB) | Preview |
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18._lampiran_gambar_penelitian.pdf Download (1MB) | Preview |
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17._kuesioner.pdf Download (1MB) | Preview |
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