Putri, Rana Amira Nirmala and Radityo Putro Handrito, SE., MM., Ph.D (2021) Pengaruh Dimensi Service Quality Terhadap Consumer Satisfaction Pada Layanan Drive Thru Di Kota Malang Selama Pandemi. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh dimensi service quality terhadap consumer satisfaction pada layanan drive thru di Kota Malang selama pandemi. Jenis penelitian ini adalah explanatory research yang menjelaskan kedudukan setiap variabel tangible, empathy, reliability, assurance, dan responsiveness serta pengaruh terhadap consumer satisfaction. Penelitian ini menggunakan sampel sebanyak 364 responden. Pengambilan sampel menggunakan teknik purposive sampling dengan karakteristik usia minimal 17 tahun dan pernah menggunakan layanan drive thru di Kota Malang selama pandemi. Alat uji yang digunakan adalah IBM Statistics SPSS 26. Dari hasil pengujian ini dapat disimpulkan bahwa dimensi TERAR masih berlaku terhadap consumer satisfaction pada layanan drive thru di Kota Malang selama pandemi, tetapi hanya dimensi tangible dan reliability yang tidak relevan terhadap consumer satisfaction pada layanan drive thru di Kota Malang selama pandemi.
English Abstract
This study aims to determine the effect of service quality dimensions on consumer satisfaction in drive thru services in Malang City during the pandemic. This type of research is explanatory research which explains the position of each variable tangible, empathy, reliability, assurance, and responsiveness as well as the influence on consumer satisfaction. This study used a sample of 364 respondents. Sampling used a purposive sampling technique with the characteristics of a minimum age of 17 years and had used a drive thru service in Malang City during the pandemic. The test tool used is IBM Statistics SPSS 26. From the results of this test, it can be concluded that the TERAR dimension still applies to consumer satisfaction for drive thru services in Malang during the pandemic, but only tangible and reliability dimensions are irrelevant to consumer satisfaction on drive thru services. in Malang City during the pandemic.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0522020136 |
| Uncontrolled Keywords: | Tangible, Empathy, Reliability, Assurance, Responsiveness, Consumer Satisfaction, Tangible, Empathy, Reliability, Assurance, Responsiveness, Consumer Satisfaction. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 11 Nov 2022 07:04 |
| Last Modified: | 11 Nov 2022 07:04 |
| URI: | http://repository.ub.ac.id/id/eprint/196282 |
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