PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK, DAN PERSEPSI HARGA TERHADAP KEPUASAN KONSUMEN (STUDI PADA PENGUNJUNG “KEDAI KOPI LOKAL” DI KEBAYORAN BARU JAKARTA SELATAN)

SAFITRI, ELLYS (2016) PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK, DAN PERSEPSI HARGA TERHADAP KEPUASAN KONSUMEN (STUDI PADA PENGUNJUNG “KEDAI KOPI LOKAL” DI KEBAYORAN BARU JAKARTA SELATAN). S1 thesis, Universitas Negeri Jakarta.

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Abstract

ABSTRACT Ellys Safitri, 2016; The Influence of Service Quality, Product Quality, and Price Perceived Toward Customer Satisfcation (Survey With Visitor of “Kedai Kopi Lokal” at Kebayoran Baru). Skripsi, Jakarta: Marketing Management Concentration, Management Study Program, Department of Management, Faculty of Economics, State University of Jakarta. Advisory: Setyo Ferry Wibowo, SE, M.Si & Usep Suhud, M.Si., P.hD. The purpose of this research are: 1) to know that service quality factor positively and significantly affect toward to customer satisfaction of Kedai Kopi Lokal at Kebayoran Baru , 2) to know that product quality factor positively and significantly affect toward to customer satisfaction of Kedai Kopi Lokal at Kebayoran Baru, 3) to know that price perceived factor positively and significantly affect toward to customer satisfaction of Kedai Kopi Lokal at Kebayoran Baru. Object of the research is consist of 200 of respondent that already visiting Kedai Kopi Lokal at Kebayoran Baru. The result of decriptive test shows that service quality, product quality and perceived price of Kedai Kopi Lokal at Kebayoran Baru still less so taht customer satisfaction also less. The hypothesis test shows: 1) there is significant influence between service quality toward customer satisfaction: 50,4%, 2) there is significant influence between product quality toward customer satisfaction: 42%, 3) there is significant influence between price perceived toward customer satisfaction: 55,5%. Keyword: service quality, product quality, price perceived, customer satisfaction, Kedai Kopi Lokal at Kebayoran Baru

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