Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen di Hachi-Hachi Bistro Tunjungan Plaza Surabaya

Irawan, Deni (2016) Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen di Hachi-Hachi Bistro Tunjungan Plaza Surabaya. Undergraduate thesis, Universitas Katolik Darma Cendika Fakultas Ekonomi.

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Official URL: http://repositori.ukdc.ac.id/

Abstract

One of mankind’s necessity is food. Food is needed by human to provide their healthy. Nowadays, eating can be a lifestyle so that many people can see the food as a potential business. Restaurants and culinary places in Surabaya provide many kind of food and beverage, such as Western food, Chinese food, Japanese food, etc. The most popular one is Japanese food. Japanese food has special things than others. They usually less oil in processing of produce. It is believed by people that less oil food is healthier than oily food. Besides, Japanese food are loved by people because of their good serving and hygienists. Bussinessman realize that the most important things to satisfies customers are about product and service quality. Aim of the research is analyzing the effect of product quality and service quality on customer satisfaction at Hachi-Hachi Bistro Tunjungan Plaza Surabaya. The research use two X variable and one Y variable. They are product quality (X1), service quality (X2) and customer satisfaction. Population taken from Hachi-Hachi’s customer amount 100 sample (respondences). Data measuring that is used by using validity test, reliability test, classical assumption test, multiple liniear regression analysis, F test an t test. From the research can be concluded that, the result of validity test is valid, reliability test is reliable, and classical assumption has met requirements. Result of multiple linear regression analysis has been established design, it is Y1= 8,7225 + 0,046X1 + 0,085X2 + e. Result of F test is Fvalue = 6,100 > Ftable = 3,09, so it can be said that the two independent variables simultaneously have an influence on consumer satisfaction (the dependent variable) in Hachi-Hachi Bistro Tunjungan Plaza Surabaya. Result of t test is product (X1) with tvalue 1,041 < ttable 1,984 and significant value (0,300 > 0,025), it can be said that product quality variable does not has positive effect and not significant to consumer satisfaction in Hachi-Hachi Bistro Tunjungan Plaza, therefore result of t test is service quality (X2) with tvalue 3,149 > ttable 1,984 and significant value (0,002 < 0,025), it can be said that service quality variable has positive effect and significant to consumer satisfaction in Hachi-Hachi Bistro Tunjungan Plaza Surabaya.

Item Type:

Thesis (Undergraduate)

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