Pengaruh kualitas pelayanan dan kinerja karyawan terhadap kepuasan konsumen pada Melati Decoration Medan

Shafira, Dhea (2021) Pengaruh kualitas pelayanan dan kinerja karyawan terhadap kepuasan konsumen pada Melati Decoration Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Tujuan penelitian untuk menganalisa variabel Kualitas Pelayanan dan Kinerja Karyawan terhadap Kepuasan Konsumen pada Melati Decoration Medan. Metode penelitian menggunakan jenis penelitian berbentuk kuantitatif dengan menggunakan alat pengumpulan data kuesioner. Populasi dalam penelitian ini adalah semua konsumen yang pernah menggunakan jasa dekorasi pada Melati Decoration Medan. Penelitian ini menggunakan sampel karena tidak dimungkinkan untuk meneliti semua konsumen pada Melati Decoration Medan. Teknik yang digunakan yaitu nonprobability sampling dengan teknik convinience sampling. Teknik analisis data menggunakan analisis regresi linier berganda. Hasil analisis data dapat disampaikan: (1) Ada pengaruh Kualitas Pelayanan dan Kinerja Karyawan terhadap Kepuasan Konsumen pada Melati Decoration Medan. (2) Ada pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen pada Melati Decoration Medan. (3) Ada pengaruh Kinerja Karyawan terhadap Kepuasan Konsumen pada Melati Decoration Medan./The research objective is to analyze the variables of Service Quality, Employee Performance affect consumers satisfaction at Melati Decoration Medan. The research method uses a quantitative form of research using a questionnaire data collection tool. The population in this study were all consumers of Melati Decoration Medan. This study uses samples because it is not possible to examine all consumers of Melati Decoration Medan. The technique used is nonprobability sampling with convinience sampling. Data analysis techniques using multiple linear regression. The results of data analysis can be delivered: (1) There is an influence of Service Quality and Employee Performance on consumers satisfaction at the Melati Decoration Medan. (2) There is an influence of Service Quality on consumers satisfaction at the Melati Decoration Medan. (3) There is an influence of Employee Performance on consumers satisfaction at the Melati Decoration Medan.

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