PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA WARUNG JAJANAN MALAM MIE ACEH WILAYAH PANCING-MEDAN

Pakpahan, Sartono (2013) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA WARUNG JAJANAN MALAM MIE ACEH WILAYAH PANCING-MEDAN. Undergraduate thesis, UNIMED.

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Abstract

Penelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruhPengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada WarungJajanan Malam Mie Aceh Medan.Penelitian ini dilakukanpada 3 tempat usaha MieAceh yang berlokasi diwilayah pancing, dan sampel sejumlah 140 orangpengunjung.Sumber data dalam penelitian ini adalah primer yakni denganmelakukan Teknik pengumpulan data melalui angket (kuesioner) yangpengukurannya menggunakan skala Likert dan diolah secara statistik denganmenggunkan metode Analisis Regresi Sederhana dengan persamaan Y=a + bX.Untuk mengetahui besarnya pengaruh kualitas pelayanan terhadap kepuasansecara parsial dapat dilihat dari perhitungan uji t. Sedangkan untuk mengetahui besarnya pengaruh langsung variabel kualitas pelayanan terhadap kepuasan pelanggan digunakan determinasi (R2). Setelah data dianalisis dengan bantuan SPSS 19 maka diperolehpersamaan analisis jalur Y = 9,383 + 0,479 X. Selanjutnya nilai koefesiendeterminasi (R2) sebesar 0.435 yang memiliki arti bahwa besarnya pengaruhkualitas pelayanan terhadap kepuasan pelanggan sebesar 43.5% dan sisanyaditentukan oleh faktor-faktor lain diluar penelitian ini. Berdasarkan pengolahan data yang dilakukan dapat dilihat dan diperoleh nilai signifikan 0,000 < dari taraf nyata 0,05. Sehingga dapat disimpulkan bahwa hipotesis diterima yang artinya ada pengaruh antara kualitas pelayanan terhadap kepuasan pelanggan

Item Type: Thesis (Undergraduate)
Contributors:
ContributionNameNIDN/NIDK
Thesis advisorHidayat, Ahmad196503251991031005
Call Number: 658.812 Pak p
Keywords: Kualitas Pelayanan; Kepuasan Pelanggan; Indikator; Metode
Subjects: H Social Sciences > HB Economic Theory. Demography
H Social Sciences > HF Commerce > HF5001 Business > HF5410 Marketing. Distribution of products
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Mrs Farida Hanum
Date Deposited: 21 Aug 2016 08:21
URI: http://digilib.unimed.ac.id/id/eprint/13712

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