MAHARANI, CITRA (2012) PENGARUH KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN TERHADAP KESETIAAN KONSUMEN PADA RESTORAN BAKSO BAKWAN MALANG CAK SU KUMIS PRIMA 27 RAWAMANGUN. S1 thesis, Universitas Negeri Jakarta.
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Abstract
ABSTRACT Citra Maharani, 2012; The Impact of Service Quality and Customer Satisfaction towards Customer Loyalty at Restoran Bakso Bakwan Malang Cak Su kumis Prima 27 Rawamangun; Advisory team: Setyo Ferry Wibowo, SE., M.Si., Dra. Basrah Saidani, M.Si. This study aims to describe clearly about service quality, customer satisfaction, and customer loyalty of Restoran Bakso Bakwan Malang Cak Su Kumis. The second objective is to measure how strong the influence of service quality to customer loyalty,the third is to measure how strong the influence of customer satisfaction to customer loyalty, the fourth is to measure how strong the effect is jointly between service quality and customer satisfaction to customer loyalty of Restoran Bakso Bakwan Malang Cak Su Kumis Prima 27 Rawamangun. Sampling is taken from consumer that has visited Restoran Bakso Bakwan Malang Cak Su Kumis for more than one time. The sampling takes 161 respondents using a non-probability method and specifically using Convenience Sampling technique. This research was conducted as quantitative, conclusive research design, descriptive and causal methods. Analysis of this research is accomplished using the statistical application SPSS (Statistical Package for the Social Science) version 16 for data processing. The results of simple linear regression (partially) indicates service quality influencing significantly to customer satisfaction (using the level of significance 5%) with a significance value of X1 to X2 (0.00), then X1 to Y (0.00), and X2 to Y (0.00) are no greater than 0.05. The results of f test simultaneously indicates service quality and customer satisfaction influencing significantly to customer loyalty (0.00). And the result of determination analysis in this study shows the contribution of service quality and customer satisfaction to customer loyalty is 30,8%. While the remaining 69.2% are influenced by other variables that were not included in this research model. Keywords: Service Quality, Customer Satisfaction, Customer Loyalty
| 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) > Manajemen Umum (General Management) 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: | 05 Feb 2018 07:28 |
| Last Modified: | 05 Feb 2018 07:28 |
| URI: | http://repository.fe.unj.ac.id/id/eprint/2968 |
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