Ramadhan, Dimas Rizki (2017) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN BLACK CANYON COFFEE TUNJUNGAN PLAZA SURABAYA. Other thesis, UPN Veteran Jawa Timur.
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Abstract
Seeing the development company engaged in food and beverage in Indonesia is increasing, manufacturers started looking for the latest innovations by creating a standard of service. Black Canyon Coffee in this case is one food and beverage company that sells the main menu of drinks and food as a supporter. The purpose of this study was to determine the effect of service quality on customer satisfaction Black Canyon Coffee Tunjungan Plaza Surabaya. This study used quantitative research methods. Rating the influence of service quality on customer satisfaction was measured by using a Likert scale questionnaire was distributed to 100 respondents who are in Black Canyon Coffe Tunjungan Plaza Surabaya. The variables used to measure the quality of service is a tangible, empathy, reability, responsiveness, and assurance. Data analysis methods used to determine customer satisfaction buy products Black Canyon Coffe Tunjungan Plaza Surabaya is using multiple linear regression analysis. The results of this study indicate that there is significant influence simultaneously and partially on tangible variables, empathy, reability, responsiveness, and assurance to consumer satisfaction. The most influential variable is the variable responsiveness to customer satisfaction. Keywords: Standart Service, Quality of service, Regression Testing, Tangible, Empathy, Reability, Responsiveness and Assurance, Customer Satisfaction.
| Item Type: | Thesis (Other) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Fatchullah Fatchullah | ||||||||
| Date Deposited: | 16 Oct 2020 06:21 | ||||||||
| Last Modified: | 04 Nov 2020 03:18 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/375 |
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