Pengaruh Kualitas Pelayanan, Lokasi, Harga Terhadap Kepuasan Pelanggan di Rollaas Coffee and Tea Kertajaya, Surabaya

Sari, Cindy Aprilita (2019) Pengaruh Kualitas Pelayanan, Lokasi, Harga Terhadap Kepuasan Pelanggan di Rollaas Coffee and Tea Kertajaya, Surabaya. Undergraduate thesis, Universitas Katolik Darma Cendika.

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Abstract

The development of science and technology (IImu Knowledge and Technology) is growing rapidly so that it affects economic growth in Indonesia. In developing countries such as Indonesia, the industrial sector currently has a very important role in supporting the Indonesian economy that is related to business activities or businesses that are run by a large number of Indonesian people. Over time the development of business in Indonesia has experienced very rapid growth. This study aims to determine the effect of service quality (X1), location (X2), and price (X3) on customer satisfaction (Y) in Rollaas Coffee and Tea Kertajaya Surabaya. The population in this study were customers or visitors in Rollaas Coffee and Tea Kertajaya, Surabaya with a total sample of 75 people who were taken by purposive sampling method with criteria aged 17 and above and came more than once in Rollaas Coffee and Tea Kertajaya, Surabaya Based on the results of data processing with versi SPSS 22, the following results obtained from the results of Adjusted R Square are 0.141 or 14.1% while the remaining 85.9% which is influenced by other variables means the relationship between service quality (X1), location (X2 ), and the price (X3) of customer satisfaction (Y) is stated to be very low. The results of the analysis of the t test show that service quality (X1) has no effect on customer satisfaction (Y) in Rollaas Coffee and Tea Kertajaya, Surabaya because tcount (1,670) <ttable (1,993) with a significant level of 0.099 means because 0.099> of the value α = 0.05, location (X2) has no effect on customer satisfaction (Y) in Rollaas Coffee and Tea Kertajaya, Surabaya because thitung (0.292) <ttable (1,993) with a significant level of 0.771 which means because 0.771> of the value α = 0, 05, price (X3) has a significant effect on customer satisfaction (Y) in Rollaas Coffee and Tea Kertajaya, Surabaya because of tcount (2.125)> t table (1.993) with a significant level of 0.037 which means because of 0.037 <of value = 0.05.

Item Type:

Thesis (Undergraduate)

Contributors: