PENGARUH BUKTI FISIK, KEANDALAN DAN JAMINAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN AYAM PENYET SURABAYA JL. H.M JONI MEDAN

ARIANI, WINDA (2018) PENGARUH BUKTI FISIK, KEANDALAN DAN JAMINAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN AYAM PENYET SURABAYA JL. H.M JONI MEDAN. Undergraduate thesis, UNIMED.

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Abstract

Penelitian ini lakukan di Jl. H.M Joni No 54a Medan. Penelitian ini bertujuan untuk mengetahui seberapa besar tingkat kepuasan konsumen pada Rumah Makan Ayam Penyet Surabaya Jl. H.M Joni Medan. Populasi dalam penelitian ini yaitu 729 Responden dan metode yang digunakan dalam penelitian ini adalah Random Sampling. Dengan mengambil populasi sebanyak 258 untuk dijadikan sampel. Teknis pengumpul data yang digunakan dalam penelitian ini adalah Observasi, Interview dan Kuesioner yang diuji validitas dan reliabilitas. Daru hasil uji validitas diperoleh rhitung > rtabel masing-masing pertanyaan dan uji reliabilitas kuesioner yang diperoleh dari rumas Alpha Croncbach masing-masing variabel yaitu X1 sebesar 0,769, X2 sebesar 0,677, X3 sebesar 0,559 dan Y sebesar 0,794. Nilai ini lebih besar dari taraf signifikan rtabel yaitu 0,361. Analisis data yang digunakan adalah Regresi Linear Berganda dengan rumus Y = a + b1 + b2 + b3 + e. Hasil analisis data pada masing-masing variabel diperoleh hasil persamaan Regresi Linear Berganda (Y) = 12,899 + 0,154X1 + 0,348X2 + 0,144X3 + e. Diketahui variabel bukti fisik, keandalan dan jaminan secara bersama-sama berpengaruh terhadap kepuasan konsumen berdasarkan pengujian secara simultan (Uji F) diperoleh Fhitung sebesar 9,669 atau lebih besar dari Ftabel 2,64 dan memiliki signifikan 0,000 atau lebih kecil dari 0,05. Diperoleh nilai R2 sebesar 0,380 yang berarti X1,X2,X3 menjelaskan pengaruh terhadap Y sebesar 0,380 atau 38% sedang sisanya 62% dijelaskan variabel lain diluar peneliatian ini.

Item Type: Thesis (Undergraduate)
Contributors:
ContributionNameNIDN/NIDK
Thesis advisorLubis, Nurul Wardani198209142005012003
Call Number: SK-2018 MNJ 057
Keywords: Bukti Fisik, Keandalan, Jaminan Dan Kepuasan Konsumen
Subjects: H Social Sciences > HF Commerce > HF5001 Business > HF5546 Office management
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: astina hartono lubis
Date Deposited: 19 Oct 2018 12:42
URI: http://digilib.unimed.ac.id/id/eprint/31009

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