Hasbi, Muhammad (2018) Pengaruh Service Quality Dan Food Quality Terhadap Customer Satisfaction (Studi Pada Konsumen Burger Shot Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh service quality dan food quality terhadap customer satisfaction pada konsumen Burger Shot Malang. Jenis penelitian ini adalah explanatory research yang menjelaskan hubungan kausal antara variabel-variabel melalui pengujian hipotesis. Sampel yang digunakan sebanyak 100 responden yang diambil dari populasi konsumen Burger Shot. Pengambilan sampel menggunakan teknik purposive sampling. Alat uji yang digunakan untuk menguji instrumen penelitian berupa uji validitas dan uji reliabilitas, analisis regresi linear berganda, serta Goodness of Fit. Uji hipotesis dilakukan uji t (parsial dengan menggunakan program SPSS 23. Hasil penelitian menunjukkan bahwa apabila service quality di Burger Shot ditingkatkan maka akan meningkatkan customer satisfaction, dan apabila food quality di Burger Shot ditingkatkan maka akan meningkatkan customer satisfaction.
English Abstract
This study aims to determine the effect of service quality and food quality on customer satisfaction in the consumer Burger Shot Malang. This type of research is an explanatory research that explains the causal relationship of variables through hypothesis testing. The samples were used 100 respondents taken from the Burger Shot consumer population. Sampling using purposive sampling technique. The test instrument used to test the research instrument includes test of validity and reliability test, multiple linear regression analysis, and goodness of fit. Hypothesis test was done by t test (partial by using SPSS 23 program). The result of this research shows that if service quality at Burger Shot is improved, it will improve customer satisfaction, and if food quality in Burger Shot is improved it will improve customer satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2018/323/051807779 |
| Uncontrolled Keywords: | Service Quality, Food Quality, Customer Satisfaction, Service Quality, Food Quality, Customer Satisfaction. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 25 Apr 2019 07:03 |
| Last Modified: | 20 Oct 2021 05:23 |
| URI: | http://repository.ub.ac.id/id/eprint/163427 |
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