The analysis of service quality towards customer satisfaction at restoran ria medan

Angeline, Angeline (2019) The analysis of service quality towards customer satisfaction at restoran ria medan. Diploma thesis, Universitas Pelita Harapan.

[img] Text (Title)
Title.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (918kB)
[img]
Preview
Text (Abstract)
Abstract.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (190kB) | Preview
[img] Text (ToC)
ToC.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (1MB)
[img]
Preview
Text (Chapter1)
Chapter1.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (689kB) | Preview
[img] Text (Chapter2)
Chapter2.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (1MB)
[img] Text (Chapter3)
Chapter3.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (1MB)
[img] Text (Chapter4)
Chapter4.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (3MB)
[img] Text (Chapter5)
Chapter5.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (399kB)
[img]
Preview
Text (Bibliography)
Bibliography.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (385kB) | Preview
[img] Text (Appendices)
Appendices.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (3MB)

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)
Creators:
CreatorsNIMEmail
Angeline, Angeline1501020621s00000019169@student.uph.edu
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorAugustinus, Daniel CassaNIDN0410088403daniel.augustinus@uph.edu
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
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

Actions (login required)

View Item View Item