ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN STARBUCKS COFFEE CIPUTRA WORLD SURABAYA

RYAN , AMANDA PUTRA (2014) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN STARBUCKS COFFEE CIPUTRA WORLD SURABAYA. Undergraduate thesis, UPN "Veteran" Jawa Timur.

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      Abstract

      Depends on the company's development that concern in the field of food and beverage in Indonesian, producers began looking for the latest innovations to create a standard of service. Starbucks in this case is a food and beverage company that sells the main menu of drinks and food as an additional menu. The purpose of this study was to determine the effect of service quality on customer satisfaction in Starbucks Coffee Ciputra World Surabaya. This study used quantitative research methods. Valuation impact of service quality on customer satisfaction was measured by using a Likert scale questionnaire which distributed to 100 respondents who are at Starbucks Coffee Ciputra World Surabaya. The variables that used to measure the service quality is tangible, empathy, reability, responsiveness, and assurance. Data analysis methods that used to determine the satisfaction of consumers buy products Starbucks Coffee Ciputra World Surabaya is using multiple linear regression analysis. The results of this study indicate that there is significant influence simultaneously and partially on tangible variables, empathy, reability, responsiveness, and assurance on customer satisfaction. Most influential variable is the responsiveness variable to customer satisfaction.

      Item Type: Thesis (Undergraduate)
      Subjects: H Social Sciences > HF Commerce > HF5415.5 Customer services
      Divisions: Faculty of Social Sciences and Political Sciences > Business Administration
      Depositing User: Users 8 not found.
      Date Deposited: 07 Jan 2015 14:38
      Last Modified: 07 Jan 2015 14:38
      URI: http://eprints.upnjatim.ac.id/id/eprint/6624

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