Detail Karya Ilmiah

  • Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi pada Simple Cafe Sumenep).
    Penulis : Farhad Riza Primadi
    Dosen Pembimbing I : Fathor As, SE., M.M
    Dosen Pembimbing II :Yudhi Prasetya Mada S.E., MM.
    Abstraksi

    Farhad Riza Primadi (2016), “ Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi pada Simple Cafe Sumenep). Dibawah bimbingan Fathor As, SE., M.M dan Yudhi Prasetya Mada S.E., MM. Tujuan penelitian ini adalah untuk mengetahui dan menganalisis pengaruh kualitas pelayanan yang terdiri dari tangible, realibility, responsiveness, empathy dan assurance terhadap kepuasan konsumen Simple Cafe Sumenep. Penelitian menggunakan metode kuantitatif dan deskriptif, dengan jenis penelitian survei melalui wawancara dan penyebaran kuisioner kepada 97 responden. Teknik pengambilan sampel menggunakan non-probability sampling yaitu dengan cara accidental sampling, dengan menggunakan analisis regresi linier berganda. Hasil penelitian ini (1) secara uji t (parsial) menunjukkan bahwa variabel tangible, realibility, responsiveness, assurance, emphaty berpengaruh secara signifikan terhadap kepuasan konsumen Simple Cafe Sumenep. (2) secara uji F (simultan) kualitas pelayanan yang terdiri dari tangible, realibility, responsiveness, assurance, emphaty secara simultan berpengaruh terhadap kepuasan konsumen Simple Cafe Sumenep. Varibel tangible merupakan variabel yang memiliki pengaruh paling dominan terhadap kepuasan pelanggan Simple Cafe Sumenep. Kata kunci : kualitas pelayanan, tangible, realibility, responsiveness, assurance, emphaty dan kepuasan konsumen.

    Abstraction

    Farhad Riza Primadi (2016), "The Effect of Service Quality to the Customers’ Satisfaction (Study on the Simple Cafe Sumenep). Under the guidance of Fathor As, SE., M.M and Yudhi Prasetya Mada S.E., MM. The purpose of this study was to determine and analyze the effect of service quality which consists of tangible, realibility, responsiveness, empathy and assurance of consumers’ satisfaction Simple Cafe Sumenep. The study used quantitative and descriptive methods, with this type of survey research through interviews and distributing questionnaires to 97 respondents. The sampling techniques use a non-probability sampling with accidental sampling method, using multiple linear regression analysis. The results of this study (1) by t test (partial) indicates that the variable of tangible, realibility, responsiveness, assurance, empathy significantly affect to the customers’ satisfaction Simple Cafe Sumenep. (2) by F test (simultaneous) quality of service which consists of tangible, realibility, responsiveness, assurance, empathy simultaneously affect to the customers’ satisfaction Simple Cafe Sumenep. Tangible variable is the variable that has the most dominant effect on the customers’ satisfaction Simple Cafe Sumenep. Keywords: service quality, tangible, realibility, responsiveness, assurance, empathy and customers’ satisfaction.

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