WATI, ROSIANA PUTRI ANJAR (2021) PENGARUH FUNCTIONALITY, ENJOYMENT DAN CONVENIENCE TERHADAP KEPUASAN KONSUMEN (Studi kasus pada A&W Restaurants Indonesia). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Rapid technological developments have impact in innovation in business, especially in the culinary field. This study aims to determine how far the influence of the dimensions of self-service quality (functionality, enjoyment and convenience) on customer satisfaction at A&W Restaurants Indonesia and to test which self-service quality variables have the most influence on customer satisfaction. The type of research used is quantitative causal. The results of multiple linear regression analysis show that the dimensions of self-service quality have a significant positive effect on customer satisfaction at A&W Restaurants and the enjoyment variable has a positive effect on customer satisfaction. The object of this research is that consumers of A&W Restaurants products who have made a purchase. The population in this study were consumers of A&W Restaurants taken by convenience sampling technique and this study used a quantitative descriptive approach. The data analysis used in this research is statistical analysis with output processing software with SPSS 23, 2021 and primary data is processed using Smart-PLS, 2021. The results of this study indicate that the t test (bootsrapping) independent variables enjoyment and convenience have a positive and significant effect. on customer satisfaction. Keywords: Quality of self-service, customer satisfaction, restaurant Perkembangan teknologi yang pesat mengakibatkan inovasi pada bisnis khususnya di bidang kuliner. Penelitian ini dimaksudkan untuk mengetahui sejauh mana pengaruh dimensi kualitas layanan self-service (functionality, enjoyment dan convenience) terhadap kepuasan konsumen di A&W Restaurants Indonesia dan untuk menguji variabel kualitas layanan selfservice mana yang paling berpengaruh terhadap kepuasan konsumen. Jenis penelitian yang digunakan adalah kuantitatif kausal. Hasil analisa regresi linear berganda menunjukkan bahwa dimensi kualitas layanan self-service memiliki pengaruh positif signifikan terhadap kepuasan konsumen di A&W Restaurants dan variabel enjoyment memiliki pengaruh positif terhadap kepuasan konsumen. Objek penelitian ini adalah konsumen produk A&W Restaurants yang telah melakukan pembelian. Populasi dalam penelitian ini adalah konsumen A&W Restaurants diambil dengan teknik convenience sampling dan penelitian ini menggunakan pendekatan deskriptif kuantitatif. Analisis data yang digunakan dalam penelitian ini adalah analisis statistik dengan software output pengolahan dengan SPSS 23, 2021 dan data primer diolah menggunakan Smart-PLS, 2021. Hasil penelitian ini menunjukkan bahwa secara uji t (bootsrapping) variabel independen enjoyment dan convenience berpengaruh positif dan signifikan terhadap kepuasan konsumen. Kata Kunci: Kualitas layanan self-service, kepuasan konsumen, restoran.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 43116120213 |
| Uncontrolled Keywords: | Kualitas layanan self-service, kepuasan konsumen, restoran. |
| Subjects: | 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 154 Subconscious and Altered States and Process/Psikologi Bawah Sadar > 154.6 Sleep Phenomena/Fenomena Tidur > 154.63 Dreams/Mimpi > 154.634 Analysis/Analisis 800 Literatures/Kesusastraan > 800. Literatures/Kesusastraan > 801 Philosophy and Theory of Literatures/Filsafat dan Teori Kesusastraan > 801.3 Value, Influence, Effect/Nilai, Pengaruh, Efek |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | CALVIN PRASETYO |
| Date Deposited: | 21 Aug 2023 02:14 |
| Last Modified: | 21 Aug 2023 02:14 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/80120 |
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