PENGARUH KUALITAS PELAYANAN DAN KUALITAS MAKANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP NIAT PERILAKU PELANGGAN MCDONALD CABANG BINTARA, BEKASI

PRADIGDO, BYAN TRI (2016) PENGARUH KUALITAS PELAYANAN DAN KUALITAS MAKANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP NIAT PERILAKU PELANGGAN MCDONALD CABANG BINTARA, BEKASI. S1 thesis, Universitas Negeri Jakarta.

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Abstract

ABSTRACT Byan Tri Pradigdo, 2015; The Influence of Service Quality and Food Quality Towards Customer Satisfaction and Its Impact towards Behavioral Intention to McDonald’s Customers Bintara Branch, Bekasi. Minithesis, Jakarta: Concentration of Marketing Management, Program S-1 Management, Department of Management, Faculty of Economics, State University of Jakarta. Team Supervisor: Ferry Setyo Wibowo, SE, M.Si & Dra. Saidani Basrah, M.Si. The purpose of this research are: 1) To find a description of service quality, food quality, customer satisfaction, and behavioral intentions fast food restaurants McDonald Bintara Branch, 2) to test empirically the impact of service quality on customer satisfaction fast food restaurants McDonald Bintara Branch, 3) to test empirically the effect of food quality to customer satisfaction fast food restaurants McDonald Bintara Branch, 4) to test empirically the effect of customer satisfaction on behavioral intentions fast food restaurants McDonald BintaraBranch. The object of this study was 230 respondents who have never used the services of McDonald Bintara Branch. The test results descriptively explained that the quality of service provided is good according to the customer, so the customer is satisfied and tend to be positive to the McDonald Bintara Branch. Hypothesis testing results indicate: 1) service quality influence on customer satisfaction by 28%, 2) food quality influence on customer satisfaction by 65%, 3) customer satisfaction influence on behavioral intentions by 97%. Keywords: Quality of service, food quality, customer satisfaction, behavioral intentions, fast food restaurants

Item Type: Thesis (S1)
Additional Information: Pembimbing I: Setyo Ferry Wibowo, SE, M.Si ., Pembimbing II: Dra. Basrah Saidani, M.Si
Subjects: Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Layanan Kantor (Office Services)
Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) > Manajemen Kontrol dan Kualitas (Control and Quality Management)
Divisions: Fakultas Ekonomi > S1 Manajemen
Depositing User: Budi Siswanto
Date Deposited: 11 Jan 2018 04:44
Last Modified: 11 Jan 2018 04:44
URI: http://repository.fe.unj.ac.id/id/eprint/2492

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