Pengaruh kulitas pelayanan terhadap kepuasan konsumen pada restoran Kurma di Blora

Hudson, Joel (2023) Pengaruh kulitas pelayanan terhadap kepuasan konsumen pada restoran Kurma di Blora. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan di Kurma Resto & Coffee Shop Blora dengan menggunakan Model Persamaan Struktural (SEM). Penelitian ini menggunakan data dari 100 responden yang dipilih melalui teknik snowball sampling. Kualitas pelayanan diukur melalui lima dimensi utama yaitu kehandalan, ketanggapan, jaminan, empati, dan bukti fisik. Hasil penelitian menunjukkan bahwa model yang diusulkan memiliki tingkat kecocokan yang baik dengan data, ditunjukkan oleh nilai C.R multivariate sebesar -0,0780 yang berada dalam rentang normalitas (-2,58 hingga 2,58). Uji outlier juga menunjukkan tidak adanya outlier signifikan dalam data. Varians yang diekstraksi menunjukkan indikator-indikator yang sesuai dengan struktur yang dikembangkan, dengan nilai yang direkomendasikan sebesar 0,50. Nilai reliabilitas konstruk dan varians yang diekstraksi masing-masing dihitung menggunakan rumus standar, menunjukkan hasil yang memenuhi kriteria penelitian / The research utilizes data from 100 respondents selected through the snowball sampling technique. Service quality is measured through five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The results indicate that the proposed model fits well with the data, as shown by the multivariate C.R value of -0.0780, which falls within the normality range (-2.58 to 2.58). The outlier test also indicates no significant outliers in the data. The extracted variance demonstrates indicators that align with the developed structure, with a recommended value of 0.50. Construct reliability and extracted variance values were calculated using standard formulas, showing results that meet the research criteria

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