HUBUNGAN ANTARA KUALITAS PELAYANAN DAN LINGKUNGANFISIK (SERVICESCAPE) DENGAN KEPUASAN PELANGGAN KENTUCKY FRIED CHICKEN (KFC) ARION MALL PADA MAHASISWA PROGRAM STUDI PENDIDIKAN TATA NIAGA FAKULTAS EKONOMI DI UNIVERSITAS NEGERI JAKARTA

Indawati, Nila (2017) HUBUNGAN ANTARA KUALITAS PELAYANAN DAN LINGKUNGANFISIK (SERVICESCAPE) DENGAN KEPUASAN PELANGGAN KENTUCKY FRIED CHICKEN (KFC) ARION MALL PADA MAHASISWA PROGRAM STUDI PENDIDIKAN TATA NIAGA FAKULTAS EKONOMI DI UNIVERSITAS NEGERI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

Preview	Text Cover.pdf Download (682kB) | Preview
Preview	Text Table_Of_Content.pdf Download (488kB) | Preview
Preview	Text Chapter_1.pdf Download (228kB) | Preview
	Text Chapter_2.pdf Restricted to Repository staff only Download (759kB) | Request a copy
Preview	Text Chapter_3.pdf Download (715kB) | Preview
	Text Chapter_4.pdf Restricted to Repository staff only Download (698kB) | Request a copy
Preview	Text Chapter_5.pdf Download (215kB) | Preview
Preview	Text Bibliography.pdf Download (286kB) | Preview

Abstract

NILA INDAWATI. The Correlation Between Service Quality and Servicescape with Customer Satisfaction Kentucky Fried Chicken (KFC) Mall Arion on Commerce Education Faculty of Economics in State University of Jakarta. This research was conducted in Study Program of Commerce Education, Faculty of Economics. State University of Jakarta, for six months, starting form November 2016 to April 2017. The purpose of this study is to determine correlation between service quality with customer satisfaction and correlation between servicescape with customer satisfaction Kentucky Fried Chicken (KFC) Mall Arion on Commerce Education Faculty of Economics in State University of Jakarta. The research method used is survey method with the correlational approach, population used are all Commerce Education Faculty of Economics in State University of Jakarta. Inaccessibility is population 229 The sampling technique used technique of simple purposive sampling as many as 85 people. The regression equation generated between X1 and Y is Ŷ = 36,96 + 0,62X1 Test requirement analysis that is test of normality error of regression estimation Y over X1 with test of Liliefors produce Lcount = 0,0811, while Ltable for n = 85 at 0,05 significant level is 0,0961 Because Lcount < Ltable the estimated error of Y over X normally distribution. Testing Linearity of regression produces Fcount < Ftable is 0,64 < 1,66, so it is concluded that the linear equation regression. Hypothesis testing from the significance regression produces Fcount > Ftable which, 77,38 > 3,96, meaning that the regression equation is significant. Correlation coefficient of Pearson Product moment generating rxy = 0,695, than perfomed the test significance correlation coefficient using t test and the resulting tcount > ttable, tcount = 8,797 and ttable = 1,66 It can conclude that the correlation coefficient rxy = 0,695 is positive and significant. The coefficient of determination obtain for is 0,4825 which show that 48,25% of the variant of customer satisfaction is determined by service quality. While, the regression equation generated between X2 and Y is Ŷ = 35,97 + 0,63X2 Test requirement analysis that is test of normality error of regression estimation Y over X2 with test of Liliefors produce Lcount = 0,0671, while Ltable for n = 85 at 0,05 significant level is 0,0961 Because Lcount < Ltable the estimated error of Y over X normally distribution. Testing Linearity of regression produces Fcount < Ftable is 1,27 < 1,66, so it is concluded that the linear equation regression. Hypothesis testing from the significance regression produces Fcount > Ftable which, 85,93 > 3,96, meaning that the regression equation is significant. Correlation coefficient of Pearson Product moment generating rxy = 0,713, than perfomed the test significance correlation coefficient using t test and the resulting tcount > ttable, tcount = 9,270 and ttable = 1,66 It can conclude that the correlation coefficient rxy = 0,713 is positive and significant. The coefficient of determination obtain for is 0,5087 which show that 50,87% of the variant of customer satisfaction is determined by servicescape.

Actions (login required)

View Item