Pengaruh Kualitas Pelayanan,Persepsi Harga dan Fasilitas Terhadap Kepuasan Konsumen Pada Kafe Angkringan van Java Gresik. (The Effect of Service Quality, Price Perception and Facilities on Consumer Satisfaction at Angkringan van Java Gresik Cafe).

Khoiruddin, Muhammad Nizam (2023) Pengaruh Kualitas Pelayanan,Persepsi Harga dan Fasilitas Terhadap Kepuasan Konsumen Pada Kafe Angkringan van Java Gresik. (The Effect of Service Quality, Price Perception and Facilities on Consumer Satisfaction at Angkringan van Java Gresik Cafe). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh Kualitas Pelayanan, Persepsi Harga dan Fasilitas terhadap Kepuasan Konsumen. Penelitian ini menggunakan metode kuantitatif. Populasi yang digunakan dalam penelitian ini adalah seluruh konsumen yang ada di kafe angkringan van java dengan menggunakan teknik sampling yaitu yaitu non probability sampling sebanyak 100 sampel berdasarkan kriteria yang ditentukan. Variabel yang diteliti dalam penelitian ini adalah Kualitas Pelayanan, Persepsi Harga dan Fasilitas sebagai variabel independen, Kepuasan Konsumen sebagai variabel dependen. Data penelitian ini dianalisi menggunakan analisis regresi linier berganda dan Uji F dengan menggunakan alat analisis SPSS Versi 26. Hasil penelitian menunjukan bahwa 1) Kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen, 2) Persepsi harga berpengaruh signifikan terhadap kepuasan konsumen, 3) Fasilitas berpengaruh signifikan terhadap kepuasan konsumen, 4) Kualitas pelayanan, persepsi harga dan fasilitas secara bersama-sama berpengaruh signifikan terhadap kepuasan konsumen. Hasil penelitian secara keseluruhan memberikan implikasi pemilik kafe angkringan van java untuk melakukan evaluasi atau perencanaan untuk bisa memaksimalkan kepuasan konsumen. Kualitas pelayanan yang tinggi dengan persepsi harga yang sesuai dan fasilitas yang lengkap akan membuat konsumen merasa senang, nyaman dan bisa bersantai sambil menikmati produk yang ditawarkan, sehingga terciptanya kepuasan konsumen yang membuat berkeinginan lagi untuk datang kembali.

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