PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI MAGMA PLATE RESTO.

Asep Saepudin, - (2019) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI MAGMA PLATE RESTO. S1 thesis, Universitas Pendidikan Indonesia.

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Official URL: http://repository.upi.edu

Abstract

Tujuan dari penelitian ini adalah untuk mengetahui gambaran mengenai kualitas pelayanan dan kepuasan konsumen, serta mengetahui adakah pengaruh kualitas pelayanan terhadap kepuasan konsumen. Jenis penelitian yang digunakan adalah kuantitatif dengan metode analisis deskriptif dan verifikatif. Analisis yang digunakan adalah analisis regresi linier sederhana. Populasi dalam penelitian ini sebanyak 1368 konsumen dengan sampel sebanyak 100 konsumen dengan teknik panarikan sampel yaitu incidental sampling. Hasil dari penelitian ini menunjukan kualitas pelayanan di Magma Plate Resto berada pada kategori baik dan juga kepuasan konsumen di Magma Plate Resto ada pada kategori sangat puas diperoleh dari hasil perbandingan antara apa yang dirasakan konsumen (perceived) dan apa yang diharapkan konsumen (expected). Kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen. Rekomendasi yang dihasilkan adalah waiters/waitress di Magma Plate Resto harus lebih bisa menjelaskan informasi mengenai restoran, atau dalam hal penyajian makanan serta memberikan kemudahan dalam memberikan pelayanan seperti kemudahan mendapatkan informasi menu atau kemudahan melakukan pemesanan. The purpose of this research was to know the description of service quality and cutomer satisfaction, and to know whether there is effect of service quality of cutomer satisfaction. The research used quantitive with descriptive analysis method and verification. The analysis used was simple linear regression analysis. The population used in this study was 1368 consumers with sample of 100 consumers with sampling technique that was purposive sampling. The result of this research show that service quality in Magma Plate Resto was in good category and the consumer satisfaction is in very satisfied category, it obtained from the comparison between what is perceived by consumers and what is expected by the consumers. Service quality has a significant effect on customer satisfaction. The suggestion from this research are the waiters at Magma Plata Resto should be able to explain more information about restaurant, or in terms of serving food and provide convenience in providing services such as ease of getting menu information or ease of ordering.

Item Type: Thesis (S1)
Additional Information: No panggil : S MIK ASE p-2019; Pembibming : I. Agus Sudono, II. Diyah Setiyorini; NIM : 1403910
Uncontrolled Keywords: Kualitas Pelayanan, Kepuasan Konsumen, Magma Plate Resto
Subjects: G Geography. Anthropology. Recreation > GT Manners and customs
H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Manajemen Industri Katering
Depositing User: Yayu Wulandari
Date Deposited: 14 Apr 2020 14:19
Last Modified: 14 Apr 2020 14:19
URI: http://repository.upi.edu/id/eprint/48407

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