HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN KEPUASAN PELANGGAN MC DONALD’S ARION PADA MAHASISWA PROGRAM STUDI PENDIDIKAN TATA NIAGA UNIVERSITAS NEGERI JAKARTA

Nurbaity, Novia (2012) HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN KEPUASAN PELANGGAN MC DONALD’S ARION PADA MAHASISWA PROGRAM STUDI PENDIDIKAN TATA NIAGA UNIVERSITAS NEGERI JAKARTA. S1 thesis, Universitas Negeri Jakarta.

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Abstract

NOVIA NURBAITY. Correlation Between Quality Service With Customer Satisfaction Mc Donald’s ARION at Commerce Student Study Program, State University of Jakarta. Script. Jakarta: Study Program of Commerce Education, Economic And Administration Department, Economic Faculty, State University of Jakarta, June 2012 The aim of this research is to find the possibility a positive correlation between Quality Service with Customer Satisfaction Mc Donald’s ARION at Commerce Student Study Program, State University of Jakarta. The period of this research was four months since March 2012 until June 2012. This research used survey methods by correlation approach. The population of this research were Students at Commerce Study Program, State University of Jakarta who have been visit and satisfied with quality service. While the student population at affordable is Commerce Student Study Program 2010 as many as 45 people in accordance with the characteristics of the population. From those population at affordable is taken 40 people for sample. Equation of the simple linear regression give the formula of regression Ŷ=44,98+0.60. Test analysis conditional test proved the validation on variable Y to variable is normal distributed. It is proved the calculation that used Liliefors test at significant level (α)=0,05 that indicates L count (0,0698) < L table (0,1401). The correlation coefficient is counted by Product Moment formula by Pearson indicates rxy 0,473. While the result or correlation coefficient significant test indicates t count =3,310 and t table =1,88. Because the result shows t count > t table, the research indicates there is a significant correlation between quality service with customer satisfaction Mc Donald’s ARION at Commerce Student Study Program, State University of Jakarta. The count of determination coefficient test indicates 22,38% the variance of variable Y is determined by variable X. The conclusion of research shown that a positive correlation between the quality service with customer satisfaction Mc Donald’s ARION at Commerce Student Study Program, State University of Jakarta. It means if quality service level is increasing, with customer satisfaction Mc Donald’s ARION at Commerce Student Study Program, State University of Jakarta. Just the opposite, if the quality service decrease, customer service will decrease

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