Analisis kualitas pelayanan, kualitas produk, dan pengaruh harga terhadap kepuasan konsumen pada Coffee Shop Folks Coffee And Tea Kota Surabaya

Dharmawan, Nazaret Johan (2018) Analisis kualitas pelayanan, kualitas produk, dan pengaruh harga terhadap kepuasan konsumen pada Coffee Shop Folks Coffee And Tea Kota Surabaya. Other thesis, Wijaya Kusuma Surabaya Univesity.

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Abstract

ABSTRAKSI Penelitian ini menelti ‘‘ANALISIS KUALITAS PELAYANAN, KUALITAS PRODUK, DAN PENGARUH HARGA TERHADAP KEPUASAN KONSUMEN PADA FOLKS COFFEE AND TEA KOTA SURABAYA”. Penulis menggunakan Folks Coffee And Tea sebagai objek penelitian. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan, kualitas produk, dan pengaruh harga terhadap kepuasan konsumen di coffee shop Surabaya (studi pada konsumen coffee shop Folks Coffee And Tea Surabaya). Variabel bebas dalam penelitian in adalah kualitas pelayanan, kualitas produk, dan pengaruh harga. Sedangkan variabel terikat adalah kepuasan konsumen. Dalam penelitian ini, penentuan sampel dilakukan dengan metode non probability sampling dengan prosedur purposive samplimg. Sampel yang digunakan sebanyak 80 orang dengan kriteria reponden yang mengkonsumsi produk Folks Coffee And Tea Surabaya, berusia 20 tahun keatas. Uji hipotesa dengan melakukan analisa regresi linier berganda, dengan persamaan sebagai berikut : Y = -0,656 + 0,577X1 + 0,272X2 +0,270X3 + e Berdasarkan hasil analisa, diperoleh kesimpulan bahwa variabel kualitas pelayanan, kualitas produk, dan pengaruh harga mempunyai pengaruh signifikan secara simultan maupun parsial terhadap kepuasan konsumen (studi pada coffee shop Folks Coffee And Tea Surabaya). Berdasarkan hasil penelitian maka Folks Coffee And Tea harus lebih memperhatikan lagi ketiga faktor tersebut agar para konsumen dapat menjadi konsumen yang loyal. Apalagi sekarang banyak coffee shop disurabaya yang siap bersaing dengan strategi mereka masing-masing. Kata Kunci : Kualitas pelayanan, kualitas produk, pengasruh harga, dan kepuasan konsumen ========================================================= ABSTRACTION In this study“QUALITY ANALYSIS OF SERVICE, QUALITY PRODUCTS, AND THE EFFECT OF PRICE ON CUSTOMER SATISFACTION ON FOLKS COFFEE AND TEA CITY OF SURABAYA”. The author uses Folks Coffee And Tea as a research object. The purpose of this study is to determine the effect of service quality, product quality, and price influence on consumer satisfaction in coffee shop Surabaya (study on coffee shop consumers Folks Coffee And Tea Surabaya). The independent variables in this research are service quality, product quality, and price influence. While the dependent variable is customer satisfaction. In this research, the determination of the sample was done by non probability sampling method with purposive samplimg procedure. The sample used was 80 people with criteria of respondents who consumed Folks Coffee And Tea Surabaya, aged 20 years and above. Test the hypothesis by performing multiple linear regression analysis, with the following equation: Y = -0.656 + 0.577X1 + 0.272X2 + 0.270X3 + e Based on the results of the analysis, it can be concluded that the variables of service quality, product quality, and price influence have a significant influence simultaneously and partially on customer satisfaction (study on coffee shop Folks Coffee And Tea Surabaya). Based on the results of the research then Folks Coffee And Tea should pay more attention to these three factors so that consumers can become loyal consumers. Especially now many coffee shop disurabaya ready to compete with their respective strategies. Keywords:Quality of service, product quality, price insight, and customer satisfaction

Item Type: Thesis (Other)
Uncontrolled Keywords: Kualitas pelayanan, kualitas produk, pengasruh harga, dan kepuasan konsumen Quality of service, product quality, price insight, and customer satisfaction
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HF Commerce
Divisions: Faculty of Economic and Business > Management Study Program
Depositing User: Nazaret Johan D.
Date Deposited: 15 Oct 2018 04:54
Last Modified: 15 Oct 2018 04:54
URI: http://erepository.uwks.ac.id/id/eprint/2849

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