PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA MCDONALD’S CABANG BCP

RINALDY, MUHAMAD FAUZAN (2017) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA MCDONALD’S CABANG BCP. D3 thesis, Universitas Negeri Jakarta.

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Abstract

The Impact of Service Quality on Consumer Satisfaction At McDonald’s BCP Branch. Department of Management. Faculty of Economics. State University of Jakarta. This paper was made in order to know whether the quality of service affects customer satisfaction at the McDonald's branch BCP East Bekasi. Quality of service as independent variable (independent variable) and customer satisfaction as dependent variable (variable bound). This research uses descriptive analysis method with data collection using literature study method and field study. The result of the analysis test using simple linear regression technique and simple linear coefficient test shows that there is influence between service quality to customer satisfaction in McDonald's BCP Bekasi Timur branch. Keywords: service quality, customer satisfaction

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