Pengaruh kualitas pelayanan dan kualitas makanan terhadap kesetiaan pelanggan melalui kepuasan pelanggan restoran cepat saji

DETAIL KOLEKSI

Pengaruh kualitas pelayanan dan kualitas makanan terhadap kesetiaan pelanggan melalui kepuasan pelanggan restoran cepat saji

Oleh : Ady Kurniawan

Info Katalog

Nomor Panggil : 022001800027

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2022

Pembimbing 1 : Sri Vandayuli Riorini

Subyek : Marketing - Management;Restaurant - Quality control

Kata Kunci : service quality, food quality, customer satisfaction, customer loyalty

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2022_TA_SMJ_022001800027_Halaman-Judul.bak(1).pdf	11
2.	2022_TA_SMJ_022001800027_Lembar-Pengesahan.pdf
3.	2022_TA_SMJ_022001800027_Bab-1-Pendahuluan.pdf	6
4.	2022_TA_SMJ_022001800027_Bab-2-Tinjauan-Pustaka.pdf
5.	2022_TA_SMJ_022001800027_Bab-3-Metode-Penelitian.pdf
6.	2022_TA_SMJ_022001800027_Bab-4-Analisis-dan-Pembahasan.pdf
7.	2022_TA_SMJ_022001800027_Bab-5-Kesimpulan,-Keterbatasan-dan-Implikasi.pdf
8.	2022_TA_SMJ_022001800027_Daftar-Pustaka.pdf
9.	2022_TA_SMJ_022001800027_Lampiran.pdf

Abstrak
Abstract

P enelitian ini bertujuan untuk melihat apakah kualitas layanan dan kualitas makanan yang diberikan oleh Richeese Factory sudah maksimal untuk menumbuhkan rasa kepuasan konsumen dan menciptakan kesetiaan terhadap konsumen tersebut. Penelitian ini menggunakan metode Purposive sampling dimana data dikumpulkan secara langsung melalui penyebaran kuesioner kepada 183 responden dan diolah menggunakan metode analisis Structural Equation Model (SEM).Hasil dari penelitian menunjukan bahwa terdapat pengaruh positif Service Quality terhadap Customer Satisfaction, terdapat pengaruh positif Food Quality terhadap Customer Satisfaction, terdapat pengaruh positif Customer Satisfaction terhadap Customer Loyalty.

T his study aims to see whether the quality of service and food quality provided by Richeese Factory is maximal to foster a sense of consumer satisfaction and create loyalty to these consumers. This study used a purposive sampling method where data were collected directly through questionnaires to 183 respondents and processed using the Structural Equation Model (SEM) analysis method.The results of the study indicate that there is a positive influence of Service Quality on Customer Satisfaction, there is a positive influence of Food Quality on Customer Satisfaction, and there is a positive influence of Customer Satisfaction on Customer Loyalty.