DETAIL KOLEKSI

Pengaruh Tangibles, Rfeliability, Responsiveness, Assurance, Dan Empathy Terhadap Customer Satisfaction Pada Restoran Cepat Saji


Oleh : Adam Hidayatullah

Info Katalog

File Jurnal : 00000000000000004032.pdf

Nomor Panggil : 2019_TA_MJ_022150011

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2019

Pembimbing 1 : Robert Kristaung

Subyek : Customer satisfaction;Marketing management

Kata Kunci : tangibles, reliability, responsiveness, assurance,empathy, customer satisfaction


File Repositori
No. Nama File Ukuran (KB) Status
1. 2019_TA_MJ_022150011_Halaman-Judul.pdf 997.05
2. 2019_TA_MJ_022150011_Bab-1.pdf 657.95
3. 2019_TA_MJ_022150011_Bab-2.pdf 733.45
4. 2019_TA_MJ_022150011_Bab-3.pdf 1347.42
5. 2019_TA_MJ_022150011_Bab-4.pdf 942.64
6. 2019_TA_MJ_022150011_Bab-5.pdf 560.48
7. 2019_TA_MJ_022150011_Daftar-Pustaka.pdf 728.1
8. 2019_TA_MJ_022150011_Lampiran.pdf 3260.34

P Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh Tangibles, Reliability, Responsiveness, Assurance, dan Empathy terhadap Customer Satisfaction pada restoran cepat saji. Sampel yang digunakan dalam penelitian ini berjumlah 385 responden dan dikumpulkan dengan metode purposive sampling. Pengujian dilakukan dengan metode Structural Equation Model (SEM). Hasil dari penelitian ini adalah (1) Tangibles berpengaruh positif terhadap Customer Satisfaction, (2) Reliability berpengaruh positif terhadap Customer Satisfaction, (3) Responsiveness berpengaruh positif terhadap Customer Satisfaction, (4) Assurance berpengaruh positif terhadap Customer Satisfaction, dan (5) Empathy tidak terdapat pengaruh positif terhadap Customer Satisfaction.

T The objective of this study is to examine and analyze the effect of Tangibles, Reliability, Responsiveness, Assurance, and Empathy on Customer Satisfaction at fast food restaurant. The samples being used in this study is 385 respondents. The data collection method being used by this study is purposive sampling. The testing is conducted by using Structural Equation Model (SEM) analysis method. The findings of this study are: (1) Tangibles has a positive effect toward Customer Satisfaction, (2) Reliability has a positive effect toward Customer Satisfaction, (3) Responsiveness has a positive effect toward Customer Satisfaction, (4) Assurance has a positive effect toward Customer Satisfaction, and (5) Empathy has a no positive effect toward Customer Satisfaction.

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