Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Pelanggan Restoran Yakitate Kalbi Di Mal Gandaria City Jakarta Selatan

Lay, Kyrene Aileen (2024) Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Pelanggan Restoran Yakitate Kalbi Di Mal Gandaria City Jakarta Selatan. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (35kB)
	Text (Abstract) Abstract.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (193kB)
	Text (ToC) ToC.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (428kB)
	Text (Chapter1) Chapter1.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (356kB)
	Text (Bibliography) Bibliography.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (607kB)
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)

Abstract

Perkembangan bisnis makanan di Indonesia pada saat ini berkembang dengan pesat. Dengan adanya persaingan antar bisnis makanan yang kompetitif, penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk dan kualitas layanan terhadap kepuasan pelanggan di restoran Yakitate Kalbi di Mal Gandaria City, Jakarta Selatan. Penelitian ini menggunakan metode survei. Pengumpulan data dilakukan menggunakan instrumen kuesioner online. Target populasi yang sudah diteliti yaitu pelanggan restoran Yakitate Kalbi di Mal Gandaria City, Jakarta Selatan dan survei dilaksanakan pada bulan Oktober 2023. Jenis penelitian ini adalah penelitian kuantitatif deskriptif dengan teknik analisis regresi berganda. Teknik pengumpulan data menggunakan teknik purposive sampling. Hasil dari penelitian ini adalah H1 (kualitas produk) diterima dan memiliki pengaruh positif dan signifikan terhadap kepuasan pelanggan dan pada H2 (kualitas layanan) ditolak namun memiliki pengaruh positif tetapi tidak signifikan terhadap kepuasan pelanggan di restoran Yakitate Kalbi Mal Gandaria City, Jakarta Selatan. Oleh karena itu, restoran Yakitate Kalbi harus lebih meningkatkan kualitas produk karena faktor utama yang mendorong kepuasan pelanggan adalah kualitas produk. Jika kualitas produk lebih ditingkatkan, maka kepuasan pelanggan juga secara otomatis akan naik secara positif. / The development of the food business in Indonesia is currently growing rapidly. With the competition between competitive food businesses, this study aims to determine the effect of product quality and service quality on customer satisfaction at Yakitate Kalbi restaurant in Gandaria City Mall, South Jakarta. This research uses a survey method. Data collection was carried out using an online questionnaire instrument. The target population that has been studied is customers of Yakitate Kalbi restaurant at Gandaria City Mall, South Jakarta and the survey was conducted in October 2023. This type of research is descriptive quantitative research with multiple regression analysis techniques. The data collection technique used a purposive sampling technique. The results of this study are H1 (product quality) is accepted and has a positive and significant effect on customer satisfaction and on H2 (service quality) is rejected but has a positive but insignificant effect on customer satisfaction at Yakitate Kalbi restaurant Gandaria City Mall, South Jakarta. Therefore, Yakitate Kalbi restaurant must further improve product quality because the main factor that drives customer satisfaction is product quality. If product quality is further improved, then customer satisfaction will also automatically increase positively.

Actions (login required)

View Item