Pengaruh Kualitas Layanan, Kualitas Produk dan Persepsi Harga Terhadap Kepuasan Pelanggan Pada Restoran Galaxy Demak

Fitriyani, Yuni (2022) Pengaruh Kualitas Layanan, Kualitas Produk dan Persepsi Harga Terhadap Kepuasan Pelanggan Pada Restoran Galaxy Demak. Sarjana (S1) thesis, Universitas Islam "45" Bekasi.

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Abstract

The purpose of this study was to determine the effect of service quality on customer satisfaction, to determine the effect of product quality on customer satisfaction, to determine the effect of price perception on customer satisfaction to determine the effect of service quality, product quality, and price perception simultaneously on customer satisfaction at Galaxy Demak Restaurant. . The population of this research is the customers of the Galaxy Demak Restaurant. The sample of this research is the customers of the Galaxy Demak restaurant with a total of 100 respondents. The method used in this research is quantitative, with the data used is primary data. To determine the sample used in this study using purposive sampling technique. The analytical tool used is multiple regression or prediction involving one independent variable or predictor. The data search technique in this research is by distributing online questionnaires through Google Form. Then, the data that has been collected will be processed using statistical tests and calculations using multiple correlation analysis calculated using the Statistic Product and Service Solution 26.0 (SPSS 26.0) program. Based on the results of data processing using the SPSS 26 program, the service quality variable has a positive and significant effect on customer satisfaction. The results of data analysis prove that the service quality variable has a t-count value of 6.078 which is greater than t-table with a value of 0.1638 with a sig value. 0.000< (α = 0.05). So it can be said that service quality has a positive and significant effect on customer satisfaction. The results of data analysis prove that the product quality variable has a t-count value of 0.445, which is greater than t-table 0.1638 with sig. = 0.657 > ( = 0.05). So it can be said that product quality has no positive and significant effect on customer satisfaction. The results of data analysis prove that the variable price perception quality has a t-count value of 1.094 which is greater than t-table with a value of 0.1638 with a sig value. 0.277> (α = 0.05). So it can be said that price perception has no positive and significant effect on customer satisfaction.

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