PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN STARBUCKS CIPUTRA WORLD SURABAYA

AGUSALIM, - (2017) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN STARBUCKS CIPUTRA WORLD SURABAYA. Diploma thesis, STIE MAHARDHIKA SURABAYA.

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Abstract

This research aims to determine the effect of service quality such as physical evidence, reliability, responsiveness, assurance, and empathy to customer satisfaction visiting the Starbucks Ciputra World Surabaya, sampling technique in this research using non random sampling and samples used in this research as many as 100 Respondents. The type of data used in this research is the primary data by using questionnaires. The analysis technique used is multiple linear regression analysis. After testing the hypothesis proposed in this research, the value of regression coefficient variable of physical evidence is 0.130, reliability variable 0.609, variable of responsiveness equal to 0,081, variable of guarantee equal to 0.093 and variable empati equal to 0.143. And F test with significance level of 0.000 < 0.050 which means service quality such as physical proof, reliability, responsiveness, assurance and empathy simultaneously can affect customer satisfaction visiting at Starbucks Ciputra World Surabaya. Using t-test obtained a significant level of physical evidence, reliability, responsiveness, assurance and empathy < 0.050, indicating the effect of service quality such as physical evidence, reliability, responsiveness, assurance and empathy can partially affect customer satisfaction visiting Starbucks Ciputra World Surabaya. And in this research, it turns out the variable reliability that most affect customer satisfaction at Starbucks Ciputra World Surabaya.

Item Type:	Thesis (Diploma)
Uncontrolled Keywords:	physical evidence, reliability, responsiveness, assurance and empathy
Subjects:	Manajemen
Divisions:	S1 Manajemen
Depositing User:	Unnamed user with email lib.stiemahardhika@gmail.com
Date Deposited:	10 Mar 2020 05:36
Last Modified:	10 Jan 2023 05:32
URI:	http://repository.stiemahardhika.ac.id/id/eprint/1485

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