PENGARUH KUALITAS PELAYANAN, FASILITAS, DAN LOKASI TERHADAP KEPUASAN KONSUMEN DI ROLLAAS COFFEE AND TEA KERTAJAYA, SURABAYA

VIOLITA, SARA LOVINA (2018) PENGARUH KUALITAS PELAYANAN, FASILITAS, DAN LOKASI TERHADAP KEPUASAN KONSUMEN DI ROLLAAS COFFEE AND TEA KERTAJAYA, SURABAYA. Undergraduate thesis, Universitas Katolik Darma Cendika.

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Abstract

Cafe is a type of business in the field of services who managed by individuals or groups who offer food and beverage to consumers for the purpose of obtaining profits. In Surabaya, there are dozens of cafes with a variety of themes offered, one of which is Rollaas Coffee and Tea Kertajaya. This study aims to find out: the influence of service quality, facilities,and location on customer satisfaction in Rollaas Coffee and Tea Kertajaya. The number of samples studied is 100 respondents. Sampling method using purposive sampling technique with simple random sampling. The data was analyzed using quantitative techniques include validity, reliability, classic assumption test, multiple linear regression, analysis of the determinants, F test and t test. Based on the results of data processing processed using SPSS version 20.0, the result of the coefficient of determination (R2) with the value of Adjusted R Square is 0.322, which means that the contribution of service quality, facilities and location variables to the variable customer satisfaction is 32.2% and the remaining 67,8% are explained by other variables who not proposed in this study. Hypothesis testing using the F test found that the quality of service, facilities, and location simultaneously have a significant effect on customer satisfaction. Hypothesis testing using t test, on service quality variables obtained the result that tcount 3.179 > ttable 1.98494 with a significance value of 0.002 <0.05. Hypothesis 1 which shows significant quality of customer satisfaction in Rollaas Coffee and Tea Kertajaya Surabaya can be accepted. In the facility variable, it is obtained that tcount 0,715 <ttable 1,98494 with significance value 0,476 > 0,05 Hypothesis 2 which stated that facility significantly influence to consumer satisfaction in Rollaas Coffee and Tea Kertajaya Surabaya is rejected, and at location variable obtained result that tcount 1,702 < ttable 1.98494 with a significance value of 0.092 > 0.05 Hypothesis 3 which states that location has a significant effect on customer satisfaction in Rollaas Coffee and Tea Kertajaya Surabaya is rejected.

Item Type:

Thesis (Undergraduate)

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