PENGARUH KUALITAS FISIK, PERILAKU STAF DAN ATMOSFER TERHADAP KEPUASAN PELANGGAN (SURVEI PADA PELANGGAN RESTORAN EAT HAPPENS DI TEBET)

Regita, Rika Imelda (2017) PENGARUH KUALITAS FISIK, PERILAKU STAF DAN ATMOSFER TERHADAP KEPUASAN PELANGGAN (SURVEI PADA PELANGGAN RESTORAN EAT HAPPENS DI TEBET). S1 thesis, Universitas Negeri Jakarta.

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Abstract

Rika Imelda Regita, 2017; The Influence of Physical Quality, Staff Behavior and Atmosphere to Customer Satisfaction (Survey on customer of Eat Happens Restaurant in Tebet). Skripsi, Jakarta: Marketing Management Concentration, S-1 Management Study Program, Faculty of Economics, State University of Jakarta. Advisory: Setyo Ferry Wibowo, SE, M.Si & Andrian Haro, S.Si, MM. This study aims to determine the positive influence of physical quality to customer satisfaction, to determine the positive influence of staff behavior to customer satisfaction, and to determine the positive influence of atmosphere to customer satisfaction of Eat Happens Restaurant. To collect the data, this study uses survey method by distributing questionnaires to 200 respondents using purposivesampling technique. A sample of this study is a respondents who have visited and ate food/drinks at Eat Happens Restaurant at least three times or more than three times within a period of three months. This study uses multiple regression analysis with SPSS version 23 program as a tool to process and analyze the result of research. Descriptive analysis results showed: a) aesthetic dimension is the most dominant dimension in physical quality, but there are still problems that need to be improved especially in sufficiency dimension, b) good expertise indicator is the most dominant indicator in staff behavior, but there are still problems that need to be improved especially in recognized customer, anticipate customer, and helpful & friendly indicator, c) interior display dimension is the most dominant dimension in atmosphere, but there are still problems that need to be improved especially in general interior dimension, d) attributes related to services dimension is the most dominant dimension in customer satisfaction, but there are still problems that need to be improved especially in attributes related to purchases dimension. Hypothesis test results showed: 1) physical quality has a positive influence on customer satisfaction, 2) staff behavior has a positive influence on customer satisfaction, and 3) atmosphere has a positive influence on customer satisfaction. Keyword: Physical Quality, Staff Behavior, Atmosphere, Customer Satisfaction.

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