PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN DI HENI CATERING BANDUNG

• Main Author: Azhar Yunus, - (Author)
• Format: Book
• Published: 2019-08-29.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata

Summary

Perkembangan bisnis katering di Kota Bandung semakin meningkat, menyebabkan semua pengelola bisnis katering harus berusaha lebih baik dalam memberikan pelayanan dan produk kepada konsumen. Faktor penentu kepuasan konsumen diantaranya adalah kualitas pelayanan dan kualitas produk. Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan kualitas produk, baik secara simultan dan parsial terhadap kepuasan konsumen pada perusahaan Heni Catering di Kota Bandung. Variabel dalam penelitian ini adalah kualitas pelayanan (X1), kualitas produk (X2) dan kepuasan konsumen (Y). Penelitian ini menggunakan metode deskriptif dan verifikatif dengan sampel sebanyak 140 responden. Metode analisis data yang digunakan adalah regresi linear berganda menggunakan SPSS release 25.0. Hasil penelitian menunjukan bahwa kualitas pelayanan dan kualitas produk berpengaruh secara simultan dan parsial terhadap kepuasan konsumen di Heni Catering. Kata Kunci: Kualitas Pelayanan, Kualitas Produk, Kepuasan Konsumen ABSTRACT The development of a catering business in Bandung City is increasing, causing all catering business managers should try to provide better services and products to consumers. Determining the consumer satisfaction factor is the quality of service and product quality. This research aims to determine the influence of quality of service and quality of products, both simultaneously and partially to consumer satisfaction in the company Heni Catering in Bandung City. The variables in this study were quality of service (X1), product quality (X2) and consumer satisfaction (Y). The study used a descriptive and verification method with a sample of 140 respondents. The data analysis method used was multiple linear regression using SPSS release 25.0. The results showed that the influence of the quality of service and product quality are both simultaneous and partial to consumer satisfaction in Heni Catering. Keywords: Service Quality, Product Quality, Customer Satisfaction

Item Description

http://repository.upi.edu/43569/1/S_MIK_1504068_Title.pdf
http://repository.upi.edu/43569/2/S_MIK_1504068_Chapter1.pdf
http://repository.upi.edu/43569/3/S_MIK_1504068_Chapter2.pdf
http://repository.upi.edu/43569/4/S_MIK_1504068_Chapter3.pdf
http://repository.upi.edu/43569/5/S_MIK_1504068_Chapter4.pdf
http://repository.upi.edu/43569/6/S_MIK_1504068_Chapter5.pdf
http://repository.upi.edu/43569/7/S_MIK_1504068_Appendix.pdf