Malem, Aditia Terus (2020) Pengaruh Store Atmosphere Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Survei Pada Pelanggan Ichiban Sushi Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Tujuan Penelitian ini adalah untuk: 1) mengetahui dan menjelaskan pengaruh secara parsial Store Atmosphere terhadap Kepuasan Pelanggan, 2) Mengetahui dan Menjelaskan pengaruh secara parsial Kualitas Pelayanan terhadap Kepuasan Pelanggan, 3) Menganalisis dan menjelaskan pengaruh secara simultan Store Atmospehere dan Kualitas Pelayanan terhadap Kepuasan Pelanggan di Ichiban Sushi Malang. Jenis penelitian ini adalah explanatory research dengan pendekatan kuantitatif. Penelitian ini menggunakan data primer yang diperoleh dari hasil olah data kuesioner yang disebarkan pada konsumen Restoran Ichiban Sushi yang ada di kota Malang seperti ni Ichiban Sushi (MATOS), Ichiban Sushi (MCP) dan Ichiban Sushi (MOG). Teknik analisis data dalam penelitian ini menggunakan metode Analisis Uji asumsi klasik, Regresi Linier Berganda, uji F, dan uji t dengan menggunakan aplikasi Statistical Product and Service Solution (SPSS) for windows. Pada penelitian ini diperoleh hasil adjusted R2 (koefisien determinasi) sebesar 0,547. Artinya bahwa 54,7% variabel Kepuasan Pelanggan akan dipengaruhi oleh variabel bebasnya, yaitu Store Atmosphere(X1) dan Kualitas Pelayanan (X2). Selain koefisien determinasi juga didapat koefisien korelasi yang menunjukkan besarnya hubungan antara variabel bebas yaitu Store Atmosphere dan Kualitas Pelayanan dengan variabel Kepuasan Pelanggan, nilai R (koefisien korelasi) sebesar 0.745, nilai korelasi ini menunjukkan bahwa hubungan antara variabel bebas yaitu Store Atmosphere (X1) dan Kualitas Pelayanan (X2) dengan Kepuasan Pelanggan termasuk dalam kategori kuat karena berada pada selang 0,6 – 0,8. Hasil penelitian ini menunjukkan bahwa Store Atmosphere (X1) dengan Kulitas Pelayanan (X2) secara bersama – sama berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan (Y). Kemudian, masing – masing variabel Store Atmosphere (X1), dan Kualitas Pelayanan (X2) secara parsial turut berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan (Y
English Abstract
The purpose of this study is to: 1) know and explain partially the influence of Store Atmosphere on Customer Satisfaction, 2) Know and explain partially the influence of Service Quality on Customer Satisfaction, 3) Analyze and explain the influence simultaneously Store Atmospehere and Service Quality on Customer Satisfaction at Ichiban Sushi Malang. This type of research is explanatory research with a quantitative approach. This study uses primary data obtained from the results of questionnaire data distributed to consumers of Ichiban Sushi Restaurants in Malang such as Ichiban Sushi (MATOS), Ichiban Sushi (MCP) and Ichiban Sushi (MOG). Data analysis techniques in this study used the classical assumption test analysis method, multiple linear regression, F test, and t test using the Statistical Product and Service Solution (SPSS) application for windows. In this study the result of adjusted R2 (determination coefficient) was 0.547. This means that 54.7% of the variable Customer Satisfaction will be influenced by the independent variables, namely Store Atmosphere (X1) and Service Quality (X2). In addition to the coefficient of determination also obtained correlation coefficient which shows the magnitude of the relationship between the independent variables namely Store Atmosphere and Service Quality with Customer Satisfaction variables, the value of R (correlation coefficient) of 0.745, the value of this correlation indicates that the relationship between the independent variables namely Store Atmosphere (X1) and Service Quality (X2) with Customer Satisfaction is included in the strong category because it is in the interval 0.6 - 0.8. The results of this study indicate that Store Atmosphere (X1) with Service Quality (X2) jointly has a positive and significant effect on Customer Satisfaction (Y). Then, each Store Atmosphere (X1) and Service Quality (X2) variables partially have a positive and significant effect on Customer Satisfaction (Y).
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0520030010 |
| Uncontrolled Keywords: | Store Atmosphere, Kualitas Pelayanan, Kepuasan Pelanggan. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | ismanto |
| Date Deposited: | 28 Feb 2021 10:05 |
| Last Modified: | 28 Feb 2021 10:05 |
| URI: | http://repository.ub.ac.id/id/eprint/183736 |
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