PENGARUH FASILITAS, HARGA DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN (Studi Kasus pada Konsumen Karaoke Inul Vizta FKTV di DKI Jakarta)

Werdiyanti, Febiola (2018) PENGARUH FASILITAS, HARGA DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN (Studi Kasus pada Konsumen Karaoke Inul Vizta FKTV di DKI Jakarta). S2 thesis, Universitas Mercu Buana - Menteng.

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Abstract

This study aims to analyze the effect of facilities, price and service quality in Inul Vizta FKTV consumer satisfaction in DKI Jakarta. Based on the pre-survey study conducted by the authors, it was shown that facilities, price and service quality were important factors affecting Inul Vizta FKTV consumer satisfaction. This research was grouped into descriptive and associative research with quantitive analysis. Sampling technique used was non-probability sampling by using purposive sampling system of sample that considered to have equal chance. This research was conducted by questionnaire method, done to 388 customers of Inul Vizta FKTV in DKI Jakarta. Quantitive analysis includes validity and reliability test, classical assumption test, coefficient of determination R2 , F test, t-test and multiple regression analysis. R2 value of 0,719 indicates that 71,9% consumer satisfaction achieved was indeed influenced by independent variables (facilities, price and service quality) used in this study. Additionally, F 0,000 value suggested that facilities, price and service quality as independent variables simultaneously affect Inul Vizta customer satisfaction. Based on the results of this study, it is expected that the management of Inul Vizta FKTV innovates at karaoke service products in evaluating facilities such as renovating karaoke rooms, thinking about the ease of operation of karaoke devices that support consumer comfort, provide competitive prices with competitor and affordable for customers without reducing the quality of services provided to consumers like always polite, fast and alert in serving and understanding consumer needs. Keywords: facility, price, service quality, consumer satisfaction.

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