Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada cafe Kolokial Karimata Surabaya

amar umarillah, syahildan (2022) Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada cafe Kolokial Karimata Surabaya. Bachelor (S1) thesis, Wijaya Kusuma Surabaya University.

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Abstract

ABSTRAKSI Tujuan penelitian ini adalah untuk menguji pengaruh reliabilitas (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy) dan bukti fisik (tangible) secara parsial terhadap kepuasan pelanggan pada Cafe Kolokial Karimata Surabaya. Variabel bebas dalam penelitian ini adalah reliabilitas(x1) (reliability), daya tanggap(X2) (responsiveness), jaminan(X3) (assurance), empati(X4) (empathy) dan bukti fisik(X5) (tangible). Sedangkan variabel terikat adalah kepuasan pelanggan(y) .Dalam penelitian ini, penentuan sampel dilakukan dengan metode non probability sampling dengan prosedur purposive sampling. Sampel yang digunakan sebanyak 92 responden. Sebelum dilakukan uji hipotesis dilakukan uji validitas dan uji reliabilitas. Hasilnya adalah semua variabel valid dan reliabel. Hasil uji t menunjukkan bahwa variabel reliabilitas, daya tanggap, jaminan, empati dan bukti fisik secara parsial berpengaruh positif dan signifikan terhadap kepuasan pelanggan pada cafe kolokial karimata surabaya. Hal ini tercermin pada nilai t hitung dari masing – masing variabel bebas yang nilai nya lebih besar dari pada t tabel dengan signifikansi lebih kecil dari pada 0,05.sebaiknya cafe kolokial karimata surabaya meningkatkan kualitas pelayanan nya khususnya daya tanggap karyawan agar kepuasan pelanggan meningkat. Kata Kunci: Reliabilitas (Reliability), Daya Tanggap (Responsiveness), Jaminan (Assurance), Empati (Empathy), Bukti Fisik (Tangible) , Kepuasan Pelanggan.   ABSTRACTION The purpose of this study was to examine the effect of reliability, responsiveness, assurance, empathy and partial tangible evidence on customer satisfaction at Cafe Kolokial Karimata Surabaya. The independent variables in this study are reliability, responsiveness, assurance, empathy and physical evidence (tangible). While the dependent variable is customer satisfaction at Cafe Kolokial Karimata Surabaya. In this study, the determination of the sample was carried out using a non-probability sampling method with a purposive sampling procedure. The sample used was 92 respondents. Before testing the hypothesis, the validity and reliability tests were carried out. The results were all valid and reliable variables. The t test results show that the variables of reliability , responsiveness , assurance , empathy and physical evidence partially have a positive and significant effect on customer satisfaction at the karimata kolokial cafe in Surabaya . This is reflected in the t-count value of each independent variable whose yes value is greater and in 1 table with a smaller significance and at 0.05 it is better if the cafe kolobial karimata arabaya improves the quality of service, especially the responsiveness of employees so that customer satisfaction increases. Keywords: Reliability (Reliability), Responsiveness (Responsiveness), Assurance (Assurance), Empathy (Empathy), Physical Evidence (Tangible) and Customer Satisfaction.

Item Type:	Thesis (Bachelor (S1))
Uncontrolled Keywords:	Kata Kunci: Reliabilitas (Reliability), Daya Tanggap (Responsiveness), Jaminan (Assurance), Empati (Empathy), Bukti Fisik (Tangible) , Kepuasan Pelanggan Keywords: Reliability (Reliability), Responsiveness (Responsiveness), Assurance (Assurance), Empathy (Empathy), Physical Evidence (Tangible) and Customer Satisfaction.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Divisions:	Faculty of Economic and Business > Management Study Program
Depositing User:	42 syahildan amar umarillah
Date Deposited:	29 Sep 2022 05:47
Last Modified:	29 Sep 2022 05:47
URI:	http://erepository.uwks.ac.id/id/eprint/12389

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