HUBUNGAN ANTARA KUALITAS PRODUK DAN LINGKUNGAN FISIK (SERVICESCAPE) DENGAN KEPUASAN PELANGGAN WAROENG STEAK & SHAKE CABANG RAWAMANGUN PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA

Sirrullah, Tiara Puspa (2016) HUBUNGAN ANTARA KUALITAS PRODUK DAN LINGKUNGAN FISIK (SERVICESCAPE) DENGAN KEPUASAN PELANGGAN WAROENG STEAK & SHAKE CABANG RAWAMANGUN PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

TIARA PUSPA SIRRULLAH. Correlation between Product Quality and Physical Environment /Servicescape with Customer Satisfaction Waroeng Steak & Shake Rawamangun in the Faculty of Economics at the State University of Jakarta. Essay. Jakarta: Education study program trade system. Faculty of Economics. State University of Jakarta. 2016. This study aims to gain the proper knowledge to obtain empirical data and facts are accurate, valid, invalid, and can be trusted and relied on correlation between product quality and customer satisfaction, physical environment /servicescape with customer satisfaction Waroeng Steak & Shake Rawamangun on students of the Faculty of Economics at the State University of Jakarta. This study used survey method with the correlational approach. This type of research is using descriptive research. Place of research conducted at the Faculty of Economics State University of Jakarta. The population in this study were students of the Faculty of Economics, State University of Jakarta who have visited Waroeng Steak & Shake Restaurant Rawamangun more than three times over the last five months. While the sample is students of Faculty of Economics, State University of Jakarta who have visited Waroeng Steak & Shake Restaurant Rawamangun more than three times over the last five months as many as 89 people. The sampling technique used was purposive sampling. The collection of data by distributing questionnaires. While the technique of analysis of this study using SPSS version 22. The hypothesis of this study indicate that: (1) There is a positive relationship between product quality and customer satisfaction, the hypothesis is proven with the value r = 0.421 and tcount (4.334)> ttable (1,988) , (2) There is a positive relationship between physical environment / servicescape to customer satisfaction, the hypothesis is proven with the value r = 0.403 and tcount (4108)> ttable (1,988). Single regression equation obtained was Y = 61.872 + 0.766 (X1) and Y = 71.187 + 0.529 (X2). Correlation between product quality and customer satisfaction obtained from the result of determination (R2) of 0178. So the ability of the product quality to customer satisfaction simultaneously explain amounted to 17.8% while the rest influenced by other factors beyond the quality of the product. Correlation between the physical environment and customer satisfaction obtained from the result of determination (R2) of 0.162. So the ability of the physical environment variables to explain customer satisfaction simultaneously at 16.2% while the rest influenced by other factors outside of the physical environment.

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