HUBUNGAN ANTARA KUALITAS PRODUK DAN KUALITAS PELAYANAN DENGAN KEPUASAN PELANGGAN KENTUCKY FRIED CHICKEN (KFC) ARION MALL PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA DI JAKARTA

UTAMI, ALFATH RIANDA (2018) HUBUNGAN ANTARA KUALITAS PRODUK DAN KUALITAS PELAYANAN DENGAN KEPUASAN PELANGGAN KENTUCKY FRIED CHICKEN (KFC) ARION MALL PADA MAHASISWA FAKULTAS EKONOMI UNIVERSITAS NEGERI JAKARTA DI JAKARTA. S1 thesis, Fakultas Ekonomi.

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Abstract

ALFATH RIANDA UTAMI, The Correlation Between Product Quality And Service Quality with customer satisfaction Kentucky Fried Chicken (KFC) Arion Mall in Faculty Of Economic Student, State University of Jakarta. This research was conducted in The Faculty of Economics Student in State University of Jakarta, for 5 months, starting from February to June 2018. The purpose of this study is to determine the correlation between Product Quality and Service Quality with Customer Satisfaction in Faculty Of Economic Student, State University of Jakarta. The research method used is survey method with the correlation approach, population used are all student in The Faculty of Economics Student in State University of Jakarta. The sampling technique used technique of Purposive sampling as many as 155 people. The resulting regression equation is Ẏ = 18,262+ 0,449X1 + 0,305X2. Test requirements analysis that estimates the error normality test regression of Y on X1 with Kolmogorov-Smirnov test with significance level (α) = 5% or 0,05 estimates significance of Y equal to 0,200, X1 equal to 0,200, X2 equal to 0,200. Because the significance level is> 0.05 it can be concluded that the data is normally distributed and can be used. Testing linearity of regression Y on X1 produces Fcount < Ftable is 1,223 < 3,06 and testing linearity of regression Y on X2 produces Fcount < Ftable is 1,247 < 3,06 , so it is concluded that the linear equation regression. Hypothesis testing from the significance regression Y on X1 and X2 produces Fcount > Ftable which,85,196 > 3,06 , meaning that the regression equation is significant. Then performed the test significance correlation coefficient using t test and the resulting tcount > ttable, tcount = 7,651 and ttable = 1,65494 and performed the test significance correlation coefficient using t test and the resulting tcount > ttable, tcount =6,655 and ttable =1,65494 . It can conclude that is possitive and significant. The coefficient of determination Y on X1 and X2 obtained by 0,529 indicating that, 5,29% variable Customer Satisfaction is determined by the Product Quality and Service Quality. The remaining variable that are not influenced by 47,1. Keyword: Customer Satisfaction, Product Quality, Service Quality

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