Albesta, Michael (2018) Pengaruh Kualitas Makanan Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Cafe Warunk Upnormal Kota Malang. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh kualitas makanan dan kualitas pelayanan masing-masing terhadap kepuasan konsumen. Jenis penelitian yang digunakan dalam penelitian ini adalah penelitian explanatory dengan pendekatan kuantitatif. Populasi pada penelitian ini adalah masyarakat kota Malang dan memiliki sampel sebanyak 130 responden yang merupakan konsumen cafe Warunk Upnormal kota Malang. Metode pengumpulan data menggunakan kuesioner dengan teknik pengambilan sampel purposive sampling. Metode analisis data yang digunakan adalah analisis deskriptif, analisis regresi linear berganda, dan uji ketepatan model (F), juga dilakukan uji persyaratan instrument, uji asumsi klasik dan uji hipotesis. Hasil penelitian ini, menunjukkan bahwa kualitas makanan dan kualitas pelayanan secara signifikan berpengaruh terhadap kepuasan konsumen. Hasil uji koefisien determinasi (R2) memiliki nilai adjusted R square sebesar 0.511, sehingga kepuasan konsumen dapat dijelaskan oleh variabel kualitas makanan dan kualitas pelayanan sebesar 51.1% dan sisanya 48.9% dijelaskan dalam variabel lain.
English Abstract
This purpose of this study was to examine and analyze the effect of food quality and service quality to customer satisfaction. The type of research used in this research is explanatory research with quantitive approach. Population in this research is all people of Malang city and the sample was 130 respondents customer of cafe Warunk Upnormal Malang city. The data was collected by questionairs with sampling technique collecting used purposive sampling. Data analysis method used is descriptive analysis, multiple linier regression, and goodness of fit test (F), also test instrument requirements, classical assumption test, and hypothesis test. The results showed that food quality and service quality has significant effect on customer satisfaction. The results of determination coefficient test (R2) has an adjusted R square value of 0.511, so that customer satisfaction can be explained by food quality and service quality variable 51.1% and the rest 48.9% explained in others variables.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2018/265/051805536 |
| Uncontrolled Keywords: | Kualitas Makanan, Kualitas layanan, Kepuasan Konsumen, Food Quality, Service 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: | 06 May 2019 03:43 |
| Last Modified: | 20 Oct 2021 04:19 |
| URI: | http://repository.ub.ac.id/id/eprint/163670 |
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