Yafi, Muhammad and Lusy Deasyana Rahma Devia, SAB,MAB. (2023) Pengaruh Kualitas Pelayanan Self-Service Technology (SST) dan Kemudahan Transaksi Terhadap Kepuasan Konsumen (Survei Pada Konsumen KFC Soekarno-Hatta Kota Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan Self-Service Technology (SST) dan persepsi kemudahan bertransaksi terhadap tingkat kepuasan yang dirasakan oleh konsumen KFC cabang Soekarno-Hatta Kota Malang. Jenis penelitian yang digunakan adalah penelitian kuantitatif degan metode non-probability sampling. Populasi penelitian ini adalah konsumen yang pernah berkunjung ke KFC Cabang Soekarno-Hatta Kota Malang dan memiliki pengalaman menggunakan perangkat SST dalam bentuk Self-Service Kiosk (SSK) yang ada pada gerai tersebut. Sampel pada penelitian ini sebanyak 155 responden. Analisis data dilakukan dengan metode regresi linier berganda dengan bantuan software SPSS 26. Hasil penelitian menunjukkan bahwa kualitas pelayanan SST secara parsial berpengaruh positif dan signifikan terhadap kepuasan konsumen, kemudahan transaksi secara parsial berpengaruh negatif dan signifikan terhadap kepuasan konsumen, serta kualitas pelayanan SST dan kemudahan transaksi secara simultan memiliki pengaruh yang signifikan terhadap kepuasan konsumen.
English Abstract
The primary aim of this research is to discover the impact of Self-Service Technology (SST) service quality and perceived ease of transaction on customer satisfaction at KFC branches located in Soekarno-Hatta, Malang City. The type of research used is quantitative research with non-probability sampling method. The population of this study were consumers who had visited KFC Branch located at Soekarno-Hatta Malang City and had experience using SST devices in the form of Self-Service Kiosk (SSK). The sample in this study was 155 respondents. The data analysis was conducted using the multiple linear regression method with the assistance of SPSS 26. The results showed that SST service quality partially had a positive and significant effect on customer satisfaction, ease of transaction partially had a negative and significant effect on customer satisfaction,SST service quality and ease of transaction simultaneously had a significant effect on customer satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0523030102 |
| Uncontrolled Keywords: | Service Quality, Self-Service technology, perceived ease of transaction, Customer Satisfaction, KFC.Kualitas Pelayanan, Self-service Technology, Kemudahan transaksi, Kepuasan konsumen, KFC. |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | soegeng sugeng |
| Date Deposited: | 30 Apr 2024 01:45 |
| Last Modified: | 30 Apr 2024 01:45 |
| URI: | http://repository.ub.ac.id/id/eprint/218716 |
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