HUBUNGAN PEOPLE, PROCESS DAN PHYSICAL EVIDENCE TERHADAP KEPUASAN KONSUMEN AL-GARAGE COFFEE PULO GADUNG

ANISA, SERLI (2019) HUBUNGAN PEOPLE, PROCESS DAN PHYSICAL EVIDENCE TERHADAP KEPUASAN KONSUMEN AL-GARAGE COFFEE PULO GADUNG. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.

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Abstract

ABSTRAK Penelitian ini bertujuan untuk mengetahui seberapa besar hubungan people, process dan physical evidence terhadap kepuasan konsumen Al-Garage Coffee Pulo Gadung. Penelitian ini menggunakan jenis penelitian asosisatif pendeketan kuantitatif, yang diukur dengan menggunakan metoda analisis data koefisien korelasi parsial dan koefisien korelasi simultan, serta pengujian hipotesis secara parsial dan simultan dengan SPSS 25.00. Populasi penelitian ini adalah konsumen Al-Garage Coffee Pulo Gadung. Data yang digunakan dalam penelitian ini berupa data primer. Sampel penelitian ini sebanyak 77 orang konsumen diambil dengan teknik purposive sampling. Teknik pengumpulan data menggunakan metode kuesioner. Hasil penelitian menunjukkan: (1) Koefisien korelasi secara parsial antara people dengan kepuasan konsumen sebesar 0,323. Hasil uji hipotesis secara parsial antara people dengan kepuasan konsumen senilai 0,005; (2) Koefisien korelasi secara parsial antara process dengan kepuasan konsumen sebesar 0,179. Hasil uji hipotesis secara parsial antara process dengan kepuasan konsumen sebesar 0,125; (3) Koefisien korelasi secara parsial antara physical evidence dengan kepuasan konsumen sebesar 0,293. Hasil uji hipotesis secara parsial antara physical evidence dengan kepuasan konsumen sebesar 0,11. Kesimpulan dari hasil penelitian ini menyatakan bahwa: (1) Koefisien korelasi parsial people dengan kepuasan konsumen positif dan signifikan; (2) Koefisien korelasi parsial process dengan kepuasan konsumen positif dan tidak signifikan; (3) Koefisien korelasi parsial physical evidence dengan kepuasan konsumen positif dan tidak signifikan; (4) Koefisien Korelasi simultan people, process, dan physical evidence dengan kepuasan konsumen positif dan signifikan. Kata kunci : People, Process dan Physical Evidence, Kepuasan Konsumen ABSTRACT This study aims to determine how much the relationship between people, process and physical evidence on consumer satisfaction Al-Garage Coffee Pulo Gadung. Coffee shops are experiencing rapid growth, business struggles must have good marketing strategies in order to compete and survive. This study uses a type of quantitative approach research associative, which is collected by using the method of analyzing the partial balance coefficient data and the coefficient of simultaneous consideration, as well as testing the hypothesis partially and simultaneously with the SPSS 25.00 program. The population of this research is the consumers of Al-Garage Coffee Pulo Gadung. The data used in this study consisted of primary data. The sample of this study was 77 consumers taken by purposive sampling technique. The technique of answering data uses the questionnaire method. The results showed: (1) The coefficient of partial participation between the community and consumer satisfaction was 0.323. Hypothesis test results partially between people with consumer satisfaction value of 0.005; (2) The coefficient of partial participation between the process and customer satisfaction is 0.179. Hypothesis test results partially between the process with customer satisfaction of 0.125; (3) The coefficient of partial difference between physical evidence and consumer satisfaction is 0.293. Hypothesis test results partially between physical evidence with consumer satisfaction of 0.11. The conclusion from the results of this study states that: (1) The coefficient of comparison of people with positive and significant consumer satisfaction; (2) partial efficiency processes with positive and insignificant customer satisfaction; (3) partial physical evidence physical evidence with positive and insignificant customer satisfaction; (4) Simultaneous correlation coefficient of people, processes, and physical evidence with positive and significant consumer satisfaction. Keywords: Product Quality, Price, Promotion and purchasing decision

Item Type: Thesis (Skripsi)
Contributors:
ContributionContributorsNIDNEmail
Thesis advisorMaliki, FarmansjahUNSPECIFIEDUNSPECIFIED
Subjects: Manajemen > Manajemen Pemasaran
Divisions: S1 Manajemen
Depositing User: Ridho Adi Nugroho
Date Deposited: 03 Jan 2022 07:33
Last Modified: 03 Jan 2022 07:33
URI: http://repository.stei.ac.id/id/eprint/6556

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