Azelin Raihan, Geriando (2021) ANALISIS PENGARUH HARGA, FASILITAS, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus Pada Pelanggan MASALALU Cafe). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
Geriando Azvelin Raihan Dosen Pembimbing : NPK 21160000427 Rama Chandra, SE, ME Program Studi S-1 Manajemen ANALISIS PENGARUH HARGA, FASILITAS, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus pada Pelanggan MASALALU Cafe) ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh harga, fasilitas, dan kualitas pelayanan terhadap kepuasan pelanggan Strategi penelitian yang digunakan yaitu strategi asosiatif. Populasi pada penelitian ini adalah pelanggan MASALALU Cafe. Sampel yang diambil sebanyak 100 responden dengan kriteria yaitu konsumen MASALALU Cafe, yang setidaknya sudah dua kali berkunjung dan membeli kopi Masalalu dalam kurun waktu bulan November sampai dengan bulan Desember tahun 2020. Teknik pengambilan sampel yang digunakan yaitu purposive sampling dengan instrumen pengumpulan data berupa kuesioner. Data yang diambil adalah data primer. Penelitian ini menggunakan path analysis dengan metode Partial Least Square yaitu menggunakan warpPLS 7.0. Hasil penelitian menyatakan, harga, dan fasilitas berpengaruh positif terhadap kepuasan pelanggan. Tetapi Kualitas pelayanan tidak berpengaruh terhadap kepuasan pelanggan. Nilai R-Square yang diperoleh menunjukan bahwa variabel harga, fasilitas, dan kualitas pelayanan berkontribusi terhadap variabilitas kepuasan pelanggan. Kata Kunci : Harga, Fasilitas, Kualitas Pelayanan, dan Kepuasan Pelanggan. Geriando Azvelin Raihan Supervisor : NPK 21160000427 Rama Chandra, SE, ME Program Studi S-1 Manajemen ANALYSIS OF THE INFLUENCE OF PRICE, FACILITIES, AND QUALITY OF SERVICE ON CUSTOMER SATISFACTION (Case Study on MASALALU Cafe Customers) ABSTRACT The purpose of this research is to know the effect of price, facilities, and service quality on customer satisfaction The research strategy used is an associative strategy. The population in this study were the customers of MASALALU Cafe. Samples were taken as many as 100 respondents with criteria namely MASALALU Cafe consumers, who had visited and bought Masalalu coffee at least twice in the period November to December 2020. The sampling technique used was purposive sampling with a data collection instrument in the form of a questionnaire. The data taken is primary data. This study used path analysis with the Partial Least Square method using warpPLS 7.0. The results stated that price and facilities had a positive effect on customer satisfaction. But service quality has no effect on customer satisfaction. The R-Square value obtained shows that the variable price, facilities, and service quality contribute to the variability of customer satisfaction. Keywords : Price, Facilities, Service Quality, And Customer Satisfaction
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Mr GERIANDO AZVELIN RAIHAN | ||||||||
| Date Deposited: | 09 Aug 2021 06:06 | ||||||||
| Last Modified: | 09 Aug 2021 06:06 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/4484 |
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