Agesti Kurniawan, Robby (2019) PENGARUH KUALITAS PELAYANAN, HARGA DAN FASILITAS TERHADAP KEPUASAN PELANGGAN CAFE TABANCO COFFEE JAKARTA UTARA. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.
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Abstract
ABSTRAK Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan, harga dan fasilitas terhadap kepuasan pelanggan pada Cafe Tabanco Coffee. Penelitian ini menggunakan data primer dengan penyeberan kuesioner. Populasi dalam penelitian yaitu seluruh pelanggan Cafe Tabanco Coffee dengan jumlah sampel 100 responden menggunakan teknik incidental sampling. Analisis data penelitian ini menggunakan path analisis. Metode pengolahan data menggunakan metode PLS (Parsial Least Square) dengan bantuan program SmartPLS versi 3.0. Hasil penelitian ini menunjukan bahwa : kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan di Cafe Tabaanco Coffee, harga berpengaruh positif dan signifikan terhadap kepuasan pelanggan di Cafe Tabanco Coffee, fasilitas berpengaruh positif dan signifikan terhadap kepuasan pelanggan Cafe Tabanco Coffee. Nilai R2 sebesar 0,56. Hal ini menunjukan bahwa kepuasan pelanggan Cafe Tabanco Coffee dipengaruhi oleh kualitas pelayanan, harga dan fasilitas dengan kontribusi sebesar 56%. Sedangkan sisanya sebanyak 44% dipengaruhi oleh faktor lain diluar variabel kualitas pelayanan, harga dan fasilitas. Kata Kunci: Kualitas Pelayanan, Harga, Fasilitas dan Kepuasan Pelanggan ABSTRACT This study aims to determine the effect of service quality, price and facilities on customer satisfaction at Cafe Tabanco Coffee. This study uses primary data by distributing questionnaires. The population in the study was that all Cafe Tabanco Coffee customers with a sample of 100 respondents used incidental sampling techniques. Analysis of this research data using path analysis. Data processing methods use the PLS method (Partial Least Square) with the help of the SmartPLS version 3.0 program. The results of this study are: service quality has a positive and significant effect on customer satisfaction at Cafe Tabanco Coffee, prices has a positive and significant effect on customer satisfaction at Cafe Tabanco Coffee, facility has a positive and significant effect on customer satisfaction at Cafe Tabanco Coffee. R2 value of 0.56. This shows that Cafe Tabanco Coffee customer satisfaction is influenced by service quality, price and facilities with a contribution of 56%. While the remaining 44% is influenced by other factors other than service quality variables, prices and facilities. Keywords: Service Quality, Price, Facilities and Customer Satisfaction
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Ridho Adi Nugroho | ||||||||
| Date Deposited: | 29 Dec 2021 06:39 | ||||||||
| Last Modified: | 29 Dec 2021 06:39 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/6475 |
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