Pengaruh dimensi pelayanan jasa terhadap kepuasan konsumen pada pizza hut Basuki Rahmat Surabaya

Rahmadan, Bryan Yanuardistya (2022) Pengaruh dimensi pelayanan jasa terhadap kepuasan konsumen pada pizza hut Basuki Rahmat Surabaya. Bachelor (S1) thesis, Wijaya Kusuma Surabaya University.

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Abstract

ABSTRAKSI Penelitian ini dilakukan untuk membuktikan pengaruh berbagai faktor kepuasan pelanggan seperti ketanggapan, kepastian layanan/ jaminan, penampilan layanan fisik, kepedulian yang tulus, kompetensi yang handal dalam melayani pelanggan Pizza Hut Basuki Rahmat Surabaya. Merujuk pada tujuan yang ingin dicapai, maka kelima faktor tersebut menjadi independent variabel penelitian dan kepuasan pelanggan sebagai dependent variabel. Metode sampling menggunakan purposive sampling sehingga menghasilkan minimal 60 sampel yang layak disertakan sebagai obyek penelitian. Untuk mengetahui pengaruh antar variabel yang diteliti, digunakan teknik analisis regresi linier berganda. Hasil analisis membuktikan bahwa semua variabel valid dan reliabel. Model regresi terbukti memenuhi kelayakan dengan diperolehnya hasil Uji F dengan taraf nilai taraf kebermaknaan sebesar 0,000, sehingga hipotesis pertama terbukti bahwa ketanggapan (responsiveness), jaminan kepastian layanan (assurance), penampilan layanan fisik (tangibles), kepedulian yang tulus (empathy), kompetensi yang handal (reliability) secara simultan berpengaruh signifikan terhadap kepuasan pelanggan. Pengujian hiptesis (uji-t), pada masing-masing variabel menghasilkan kurang dari 0,05 sehingga terbukti bahwa ketanggapan (responsiveness), jaminan kepastian layanan (assurance), penampilan layanan fisik (tangibles), kepedulian yang tulus (empathy), kompetensi yang handal (reliability) terbukti secara individu berpengaruh signifikan terhadap kepuasan pelanggan di Pizza Hut Basuki Rahmat Surabaya. Kata Kunci : Ketanggapan, Kepastian Layanan, Penampilan Layanan Fisik, Kepedulian yang Tulus, Kompetensi yang Handal dan Kepuasan Pelanggan ABSTRACTION This research was conducted to prove the influence of various factors of customer satisfaction such as responsiveness, assurance of service/guarantee, appearance of physical service, sincere concern, reliable competence in serving customers of Pizza Hut Basuki Rahmat Surabaya. Referring to the objectives to be achieved, the five factors become independent research variables and customer satisfaction as the dependent variable. The sampling method uses purposive sampling so as to produce a minimum of 60 samples that are eligible to be included as research objects. To determine the effect between the variables studied, the technique of multiple linear regression analysis was used. The results of the analysis prove that all variables are valid and reliable. The regression model is proven to meet the feasibility by obtaining the results of the F test with a significance level of 0.000, so the first hypothesis is proven that responsiveness, assurance of service (assurance), appearance of physical services (tangibles), sincere concern (empathy), competence reliable (reliability) simultaneously significant effect on customer satisfaction. Hypothesis testing (t-test), on each variable yields less than 0.05 so that it is proven that responsiveness, assurance of service (assurance), appearance of physical services (tangibles), sincere concern (empathy), competent competence reliable (reliability) individually proven to have a significant effect on customer satisfaction at Pizza Hut Basuki Rahmat Surabaya. Keywords: responsiveness, assurance of service, appearance of physical service, sincere concern, reliable competence and customer satisfaction

Item Type:	Thesis (Bachelor (S1))
Uncontrolled Keywords:	Kata Kunci : Ketanggapan, Kepastian Layanan, Penampilan Layanan Fisik, Kepedulian yang Tulus, Kompetensi yang Handal dan Kepuasan Pelanggan Keywords: responsiveness, assurance of service, appearance of physical service, sincere concern, reliable competence and customer satisfaction
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	Bryan Yanuardistya Rahmadan
Date Deposited:	10 Oct 2022 04:01
Last Modified:	10 Oct 2022 04:01
URI:	http://erepository.uwks.ac.id/id/eprint/12665

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