PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN RESTORAN RICHEESE FACTORY(Studi Kasus Pada Para Pelanggan Restoran Richeese Factory Cabang Petukangan Utara, Jakarta Selatan)

ARDIANSYAH, VIKY (2019) PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN RESTORAN RICHEESE FACTORY(Studi Kasus Pada Para Pelanggan Restoran Richeese Factory Cabang Petukangan Utara, Jakarta Selatan). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh Kualitas Produk dan Kualitas Layanan terhadap Kepuasan Konsumen. Objek penelitian ini adalah konsumen Restoran Richeese Factory yang berlokasi di petukangan utara jakarta selatan. Teknik pengambilan sampel dalam penelitian ini yaitu Convenience Sampling. Responden dalam penelitian ini sebanyak 190 responden dengan menggunakan Struktural Equation Model (SEM) dengan alat analisis Smart-PLS. Hasil penelitian yang telah didapatkan setelah melakukan pengujian Model Struktural/Uji Hipotesis (Inner Model) menunjukkan bahwa variabel Kualitas Produk dan Kualitas Layanan berpengaruh terhadap Kepuasan Konsumen restoran Richeese Factory Cabang Petukangan Utara Jakarta Selatan. Variabel Kualitas Produk berpengaruh positif dan signifikan terhadap Kepuasan Konsumen restoran Richeese Factory Cabang Petukangan Utara Jakarta Selatan dengan nilai Nilai tstatistik 4.215> 1,96. Variabel Kualitas Layanan berpengaruh positif dan signifikan terhadap Kepuasan Konsumen restoran Richeese Factory Cabang Petukangan Utara Jakarta Selatan dengan nilai t-statistik 2.127> 1,96. Kata kunci : Kualitas Produk, Kualitas Layanan, Kepuasan Konsumen, Struktural Equation Model (SEM), Partial Least Square(PLS) This study was to determine the effect of service quality and product quality to customer satisfaction. The object of this study is that consumers Solaria Restaurant located at Mall Puri Indah, West Jakarta. This study was conducted on 100 respondents using quantitative descriptive approach. Therefore, the analysis of the data used is the statistical analysis in the form of multiple linear regression test. Results of this study indicate that (a) partial variable service quality significantly influence consumer satisfaction Restaurants Solaria at Mall Puri Indah, West Jakarta with the t value ≥ t table ie (5,279 ≥ 1.98472), (b) the variable quality of the products the partial effect significantly to customer satisfaction Restaurants Solaria at Mall Puri Indah, West Jakarta with the t value ≥ table, namely (4,327 ≥ 1.98472) and (c) while simultaneously variable quality of service and product quality affects customer satisfaction to consumers Restaurant Solaria Mall Puri Indah, West Jakarta by F count ≥ F table is (93.419 ≥ 3.09). It is also evident from the significant value of simultaneous test (F test) of less than 0.5 is equal to 0.000 and the results of the partial test (t test) quality of service and product quality is less than 0.05 is equal to 0.000. The results showed that of two independent variables and all variables supports the hypothesis. Therefore the test results of this study suggest that there is a simultaneous and significant influence between the variables of service quality and product quality to customer satisfaction Solaria restaurant. Keywords: quality of service, product quality, consumer satisfaction, Struktural Equation Model (SEM), Partial Least Square(PLS)

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 19 834
Call Number: SE/31/19/241
NIM/NIDN Creators: 43114010454
Additional Information: quality of service, product quality, consumer satisfaction, Struktural Equation Model (SEM), Partial Least Square(PLS)
Subjects: 200 Religion/Agama > 290 Other Religions/Agama Selain Kristen > 297 Agama Islam/Islam > 297.4 Islamic law/Hukum Islam > 297.49 Other Fiqih Aspects/Aspek Fiqih Lainnya > 297.491 Food and Drink Issues/Masalah Makanan dan Minuman
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 334 Cooperative/Koperasi, Sistem Perkoperasian > 334.5 Consumer Cooperatives/Koperasi Konsumen
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 02 Jan 2022 22:54
Last Modified: 15 Apr 2023 07:15
URI: http://repository.mercubuana.ac.id/id/eprint/53392

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