Angeline, Angeline (2019) The analysis of service quality towards customer satisfaction at restoran ria medan. Diploma thesis, Universitas Pelita Harapan.
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Abstract
There are five factors that have strong connection towards service quality and have an influence towards customer satisfaction. These five factors are product quality, service quality, emotions, price, and cost. From these five factors , it is concluded into one variable which is service quality. The object of this research is Restoran Ria Medan and this restaurant is known as one of the long-running restaurant which focus in family-oriented dishes. The purpose of this research is to figure out the correlation analysis of service quality towards customer satisfaction at Restoran Ria Medan. This research is using quantitative method and the data collection method is done by distributing questionnaire to 83 customers of Restoran Ria Medan. Questionnaire quality testing such as validity test, reliability test, normality test, and hypothesis testing are done to understand the result of the findings. The analysis method being used in this research is simple linear regression test with the of Y = 12.647+0.362X, which means that the constant value of customer satisfaction variable is 12.647 and the regression coefficient of service quality variable is 0.362. From the result it can be concluded that there is a significant correlation between service quality and customer satisfaction at Restoran Ria Medan.
Item Type: | Thesis (Diploma) | ||||||||
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Uncontrolled Keywords: | five factors, service quality, customer satisfaction, restaurant, Restoran Ria Medan | ||||||||
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Medan > Business School > Management Current > Faculty/School - UPH Medan > Business School > Management |
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Depositing User: | rony lubis | ||||||||
Date Deposited: | 23 Jun 2021 11:23 | ||||||||
Last Modified: | 13 Jan 2022 03:14 | ||||||||
URI: | http://repository.uph.edu/id/eprint/39454 |
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