Pengaruh Kualitas Pelayanan Jasa terhadap Loyalitas Pelanggan Restoran Cepat Saji Hoka-Hoka Bento Istana Plaza Bandung

Prasetia, Ary (0852033) (2013) Pengaruh Kualitas Pelayanan Jasa terhadap Loyalitas Pelanggan Restoran Cepat Saji Hoka-Hoka Bento Istana Plaza Bandung. Undergraduate thesis, Universitas Kristen Maranatha.

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Abstract

Kualitas pelayanan sangat penting mengingat bahwa pelanggan yang puas akan membentuk loyalitas dengan kembali mempergunakan jasa tersebut dan mengatakan hal-hal yang baik tentang perusahaan. Penelitian ini membahas tentang bagaimana pengaruh kualitas pelayanan Restoran Hoka-Hoka Bento terhadap loyalitas pelanggannya Istana Plaza Bandung. Pengaruh kualitas pelayanan dapat dinilai dari komponen yang terdiri dari tangibles, reliability, responsiveness, assurance, dan empathy. Penelitian ini menggunakan metode regresi linier berganda terhadap 115 responden dengan menggunakan program SPSS 17.0. Pengaruh kualitas pelayanan sebesar 64%, dimana nilai tersebut cukup besar pengaruhnya terhadap loyalitas pelanggan.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Kualitas Pelayanan, Kepuasan Pelanggan, Tangibles, Reliability, Responsiveness, Assurance, Empathy
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economics > 52 Management Department
Depositing User: Perpustakaan Maranatha
Date Deposited: 29 Jun 2015 04:42
Last Modified: 09 Feb 2016 07:00
URI: http://repository.maranatha.edu/id/eprint/13671

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