RAJAGUKGUK, NOVITA GABRIELA BR (2023) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN AMERTHA COFFEE MERUYA ILIR KEMBANGAN JAKARTA BARAT. S1 thesis, Universitas Mercu Buana.
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Abstract
This study aims to explain the effect of service quality on customer satisfaction Amertha Coffee Meruya Ilir West Jakarta development. Measuring the dimensions of service quality uses five dimensions, service quality consisting of tangibles, reliability, responsiveness, assurance, and empathy dimensions. The research instrument used was a questionnaire distributed to Amertha Coffee customers. The samples used were 83 Amertha Coffee customers who made repeated purchases. This study uses explanative quantitative methods using survey methods in the form of distributing questionnaires to Amertha Coffee customers and the paradigm used is the positivism paradigm. The analysis of this research uses product moment correlation and simple linear regression. Based on the results of the regression test, the researchers obtained the results of the effect of service quality on customer satisfaction of 55.1%, while the remaining 44.9% was influenced by other factors. The results of the hypothesis test H1 are accepted and H0 are rejected. It can be concluded that there is a significant influence of service quality on customer satisfaction of Amertha Coffee. Keywords: Service Quality, Amertha Coffee, Customer Satisfaction Penelitian ini bertujuan untuk menjelaskan pengaruh kualitas pelayanan terhadap kepuasan pelanggan Amertha Coffee Meruya Ilir kembangan Jakarta Barat. Pengukuran dimensi kualitas pelayanan menggunakan lima dimensi, kualitas pelayanan yang terdiri atas dimensi tangibles (bukti fisik), reliability (kehandalan), Responsiveness (ketanggapan), Assurance (jaminan), Empathy (empati). Intrumen penelitian yang digunakan adalah kuesioner yang disebarkan kepada pelanggan Amertha Coffee Sampel yang digunakan sebanyak 83 orang pelanggan Amertha Coffee yang melakukan pembelian berulang. Penelitian ini menggunakan metode kuantitatif Explanatif menggunakan metode survey berupa penyebaran kuesioner kepada pelanggan Amertha Coffee dan paradigma yang digunakan adalah paradigma positivisme. Analisis penelitian ini menggunakan korelasi product moment dan regresi linear sederhana. Berdasarkan hasil uji regresi, peneliti mendapatkan hasil dari pengaruh kualitas pelayanan terhadap kepuasan terhadap kepuasan pelanggan 55,1%, sedangkan sisanya yaitu 44,9% dipengaruhi oleh faktor lainnya. Hasil uji hipotesis H1 diterima dan H0 ditolak. Dapat disimpulkan bahwa ada pengaruh yang signifikan kualitas pelayanan terhadap kepuasaan pelanggan Amertha Coffee. Kata Kunci: Kualitas Pelayanan, Amertha Coffee, Kepuasaan Pelanggan
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FK/PR. 23 186 |
| NIM/NIDN Creators: | 44218110108 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Amertha Coffee, Kepuasaan Pelanggan |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 659 Advertising and Public Relations/Periklanan, Reklame, Pariwara, Iklan, Sponsor, Humas, Hubungan Masyarakat 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 659 Advertising and Public Relations/Periklanan, Reklame, Pariwara, Iklan, Sponsor, Humas, Hubungan Masyarakat > 659.2 Public Relations/Hubungan Masyarakat |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | CALVIN PRASETYO |
| Date Deposited: | 08 Nov 2023 07:58 |
| Last Modified: | 08 Nov 2023 07:58 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/84025 |
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