Feriansyah, Kevin (2021) BEDA PROPORSI KUALITAS PELAYANAN, FASILITAS, DAN LOKASI TERHADAP KEPUASAN PELANGGAN (STUDI KASUS PADA KONSUMEN SENADI KOPI JAKARTA). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, fasilitas dan lokasi terhadap kepuasan pelanggan, studi kasus pelanggan Senadi Kopi Jakarta. Strategi penelitian adalah asosiatif. Teknik pengambilan sampel menggunakan purposive sampling. Populasi di dalam penelitian ini adalah keseluruhan konsumen Senadi Kopi Jakarta. Responden sebanyak 100 orang. Metode analisis menggunakan analisis uji Chi-squere, uji Univariat & analisis Bivariat, serta uji hipotesis dengan bantuan IBM SPSS Statistics 23. Berdasarkan hasil analisis uji Chi-squere, hasil menunjukkan bahwa uji Bivariat kualitas pelayanan terhadap kepuasan pelanggan diperoleh nilai P-value sebesar = 0,048. Uji Bivariat fasilitas terhadap kepuasan pelanggan diperoleh nilai P-value sebesar = 0,001. Uji Bivariat lokasi terhadap kepuasan pelanggan diperoleh nilai P-value sebesar = 0,023. Uji Bivariat kualitas pelayanan, fasilitas dan lokasi terhadap kepuasan pelanggan diperoleh P-value sebesar = 0,034. Berdasarkan hasil uji hipotesis, terdapat hubungan antara kualitas pelayanan terhadap kepuasaan pelanggan dengan nilai P-value < 0,05. Terdapat hubungan antara fasilitas terhadap kepuasaan pelanggan dengan nilai P-value < 0,05. Terdapat hubungan antara lokasi terhadap kepuasaan pelanggan dengan nilai P-value < 0,05. Terdapat hubungan antara kualitas pelayanan, fasilitas dan lokasi terhadap kepuasaan pelanggan dengan nilai P-value < 0,05. Temuan Penelitian ini bermanfaat untuk Senadi Kopi untuk senantiasa memberikan Pelayanan terbaik berupa ketepatan dan kecepatan pada para pelanggannya, dengan demikian diharapkan para pelanggan tersebut akan menjadi pelanggan tetap di Senadi Kopi Kata Kunci : Kualitas Pelayanan, Fasilitas, Lokasi dan Kepuasan Pelanggan ABSTRACT This study aims to determine the effect of service quality, facilities and location on customer satisfaction, a case study of Senadi Kopi Jakarta customers. The research strategy is associative. The sampling technique used purposive sampling. The population in this study were all consumers of Senadi Kopi Jakarta. Respondents were 100 people. The analytical method uses Chi-squere test analysis, Univariate test & Bivariate analysis, and hypothesis testing with the help of IBM SPSS Statistics 23. Based on the results of the Chi-squere test analysis, the results showed that the Bivariate test of service quality on customer satisfaction obtained a P-value of = 0.048. Bivariate test facilities for customer satisfaction obtained a P-value of = 0.001. Bivariate test of location on customer satisfaction obtained a P-value of = 0.023. Bivariate test of service quality, facilities and location on customer satisfaction obtained a P-value of = 0.034. Based on the results of hypothesis testing, there is a relationship between service quality and customer satisfaction with a P-value <0.05. There is a relationship between facilities and customer satisfaction with a P-value <0.05. There is a relationship between location and customer satisfaction with a P-value <0.05. There is a relationship between service quality, facilities and location on customer satisfaction with a P-value <0.05. The findings of this study are useful for Senadi Kopi to always provide the best service in the form of accuracy and speed to its customers, thus it is hoped that these customers will become regular customers at Senadi Kopi. Keywords: Service Quality, Facilities, Location and Customer Satisfaction
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Mr KEVIN FERIANSYAH | ||||||||
| Date Deposited: | 16 Aug 2021 03:38 | ||||||||
| Last Modified: | 16 Aug 2021 03:38 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/4485 |
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