PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI SUSHI DEN BANDUNG

Anggraeni, Devi (2015) PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI SUSHI DEN BANDUNG. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan konsumen baik secara parsial maupun simultan. Metode penelitian yang digunakan pada penelitian ini adalah metode deskriptif verifikatif. Jumlah sampel pada penelitian ini sebanyak 100 konsumen, pengumpulan data dilakukan dengan cara menyebar kuesioner dan studi dokumentasi. Model analisis data yang digunakan adalah regresi linier berganda dengan menggunakan bantuan software SPSS 22 for windows. Hasil penelitian menunjukkan bahwa Kualitas Produk dan Kualitas Pelayanan memberikan pengaruh yang signifikan terhadap Kepuasan Konsumen. Hasil perhitungan menggunakan analisis Regresi Linier Berganda mendapatkan persamaan Y=3,291+0,059X₁+0,152X₂ maknanya peningkatan Kualitas Produk sebesar 1 satuan maka Kepuasan Konsumen Sushi Den Bandung akan meningkat sebesar 0,059 dan setiap peningkatan Kualitas Pelayanan sebesar 1 satuan maka Kepuasan Konsumen Sushi Den Bandung akan meningkat pula sebesar 0,152. Kata Kunci : Kualitas Produk, Kualitas Pelayanan, dan Kepuasan Konsumen This research is aims to identify and analyze the effect of product quality and service quality to customer satisfaction either partially or simultaneously. Research method used in this research is descriptive verification method. The number of samples in this research were 100 consumers, data collection is done by spreading the questionnaire and documentary study. Model analysis of the data used is multiple linear regression using SPSS 22 for windows. The results showed that the Product Quality and Service Quality has significant impact on customer satisfaction. Results of calculations using multiple linear regression analysis obtain the equation Y=3,291+0,059X₁+0,152X₂ it means an increase by 1 unit Product Quality, the Consumer Satisfaction Sushi Den Bandung will increase by 0.059 and any increase Quality of Service by 1 unit, the Consumer Satisfaction Sushi Den Bandung will also rise by 0.152. Keywords: Product Quality, Service Quality and Customer Satisfaction

Item Type: Skripsi Tesis Atau Disertasi (S1)
Additional Information: No. Panggil: S_MIK_ANG p-2015; Pembimbing : I. Agus Sudono, II. Dewi Turgarini
Uncontrolled Keywords: Kualitas Produk, Kualitas Pelayanan, dan Kepuasan Konsumen
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Depositing User: Mr. Cahya Mulyana
Date Deposited: 10 Jun 2016 02:43
Last Modified: 10 Jun 2016 02:43
URI: http://repository.upi.edu/id/eprint/20244

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