SALSABILA, PUTRI (2023) PENGARUH KUALITAS PELAYANAN, SUASANA (STORE ATMOSPHERE) DAN KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN (Studi Kasus Pada Dans Camp Cafe and Bistro Jakarta). S1 thesis, Universitas Mercu Buana Jakarta.
|
Text (COVER)
01 cover.pdf Download (253kB) | Preview |
|
|
Text (ABSTRAK)
02 abstrak.pdf Download (77kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
03 bab I.pdf Restricted to Registered users only Download (228kB) |
|
|
Text (BAB II)
04 bab II.pdf Restricted to Registered users only Download (208kB) |
|
|
Text (BAB III)
05 bab III.pdf Restricted to Registered users only Download (241kB) |
|
|
Text (BAB IV)
06 bab IV.pdf Restricted to Registered users only Download (386kB) |
|
|
Text (BAB V)
07 bab V.pdf Restricted to Registered users only Download (126kB) |
|
|
Text (DAFTAR PUSTAKA)
08 daftar pustaka.pdf Restricted to Registered users only Download (241kB) |
|
|
Text (LAMPIRAN)
09 lampiran.pdf Restricted to Registered users only Download (951kB) |
Abstract
This study aims to assess how much influence the quality of service, atmosphere (Store atmosphere) and product quality on customer satisfaction at Dans Camp Cafe and Bistro. The population in this study is consumers who come to Dans Camo Cafe and Bistro. The number of samples in this study was 165 respondents with purposive sampling techniques. The data collection method used is a survey with this research instrument is a questionnaire. The data analysis method used in this study is the Component or Variance Based Structural Equation Model where the data processing uses the PLS version of the Partial Least Square (Smart-PLS) program. The results of this study show that service quality has a positive and significant effect on customer satisfaction. Store atmosphere has a positive and significant effect on customer satisfaction. Product quality has a positive and significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, product quality, and customer satisfaction. Penelitian ini bertujuan untuk menilai seberapa besar pengaruh kualitas pelayanan, suasana (Store atmosphere) dan kualitas produk terhadap kepuasan pelanggan di Dans Camp Cafe and Bistro. Populasi dalam penelitin ini yaitu konsumen yang datang ke Dans Camo Cafe and Bistro. Jumlah sampel dalam penelitian ini adalah 165 orang responden dengan teknik purposive sampling. Metode pengumpulan data yang digunakan adalah survei dengan instrumen penelitian ini adalah kuesioner. Metode analisis data yang digunakan dalam penelitian ini adalah Component atau Variance Based Structural Equation Model dimana dalam pengolahan datanya menggunakan program Partial Least Square (Smart-PLS) versi PLS. Hasil penelitian ini menunjukan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasn pelanggan. Suasana (Store atmosphere) berpengaruh positif dan signifikan terhadap kepuasn pelanggan. Kualitas produk berpengaruh positif dan signifikan terhadap kepuasn pelanggan. Kata kunci: Kualitas pelayanan, suasana (Store atmosphere), kualitas produk, dan kepuasan konsumen.
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FE/MJ. 23 227 |
| Call Number: | SE/31/23/312 |
| NIM/NIDN Creators: | 43119010122 |
| Uncontrolled Keywords: | Kualitas pelayanan, suasana (Store atmosphere), kualitas produk, dan kepuasan konsumen. |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 650.1-650.9 Standard Subdivisions of Management, Public Relations, Business and Auxiliary Service/Subdivisi Standar Dari Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Sekar Mutiara |
| Date Deposited: | 06 Oct 2023 07:03 |
| Last Modified: | 06 Oct 2023 07:03 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/81237 |
Actions (login required)
 |
View Item |
