Pengaruh Kelengkapan Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Indomaret Wonorejo Selatan Kota Surabaya (The Effect of Product Completeness and Service Quality on Consumer Satisfaction at Indomaret Wonorejo Selatan Surabaya City)

Margareta, Putri Mayang (2022) Pengaruh Kelengkapan Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen pada Indomaret Wonorejo Selatan Kota Surabaya (The Effect of Product Completeness and Service Quality on Consumer Satisfaction at Indomaret Wonorejo Selatan Surabaya City). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

The research aimed to determine the effect of product completeness and service quality on satisfaction at Indomaret Wonorejo Selatan Surabaya City simultaneously or partially. Primary data is the data used in this study. Data obtained directly from the object of research by filling out a questionnaire that has been distributed to the respondents. Causal associative method with quantitative approach is used as a method in research. Data collection techniques using a questionnaire or a questionnaire totaling 100 samples of respondents. The data analysis method used in the form of multiple linear regression analysis with SPSS software version 28. The analysis technique with multiple linear regression analysis was used as a hypothesis test. As for the classical assumption test using the Normality Test, Multicollinearity Test, and Heteroscedasticity Test. In this study, the indicators used were valid (because the coefficient > 0.1654 with a significance level < 0.05) and reliable (because the Cronbach Alpha coefficient value was > 0.70). This study shows the results of the classical assumption test that the study has fulfilled several things, namely 1.) Residuals of the two regression models are normal in distribution. 2.) The two models are not bound by multicollinearity, 3.) Heteroscedasticity does not occur. The overall results in this study indicate that product completeness and service quality have a significant effect on consumer satisfaction at Indomaret Wonorejo Selatan Surabaya City. The completeness of the product and the quality of service have an effect on customer satisfaction, which is 73.6%. Keywords: Product Completeness, Service Quality and Consumer Satisfaction

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kata Kunci : Kelengkapan Produk, Kualitas Pelayanan dan Kepuasan Konsumen
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Manajemen
Depositing User:	1211800181 Putri Mayang Margareta
Date Deposited:	14 Oct 2022 03:45
Last Modified:	14 Oct 2022 03:45
URI:	http://repository.untag-sby.ac.id/id/eprint/19037

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