The Influence Of Service Quality And Product Quality To Customer Satisfaction Outlet Livana Spikoe In Mulyosari Surabaya

Pamungkas, Tantra Agil (2017) The Influence Of Service Quality And Product Quality To Customer Satisfaction Outlet Livana Spikoe In Mulyosari Surabaya. Undergraduate thesis, UNIVERSITAS 17 AGUSTUS 1945 SURABAYA.

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Abstract

This research is motivated by observations made at Outlet livana spikoe Livana in Mulyosari Surabaya is one of the many outlets in Surabaya and Jakarta. Consumer satisfaction is one of the keys to success in running a business, therefore customer satisfaction should always get the attention of the company management. Many factors that can affect consumer satisfaction, one of which is the quality of service and product quality. This study aims to prove and know whether service quality significantly affects customer satisfaction outlet Livana spikoe in Mulyosari Surabaya; Proving and knowing whether product quality has significant effect to customer satisfaction of Livana spikoe outlet in Mulyosari Surabaya; And know whether the quality of service and product quality simultaneously have a significant effect on customer satisfaction of Livana spikoe outlet in Mulyosari Surabaya. The results of this study indicate that: Quality of service has a significant influence on consumer satisfaction Livana Spikoe Mulyosari / This is indicated by the value of tcount 7.155> t-table 1.6607 (df = 97) with a significant level of 0.000 <0.05; Product quality has significant influence to consumer satisfaction Livana Spikoe Mulyosari / This is indicated by the value of t-count 2,489> t-table 1,6607 (df = 97) with significant level 0,015 <0,05; Simultaneously, the quality of service and product quality has a significant influence on consumer satisfaction Livana Spikoe Mulyosari. This is shown the significance value of F test is 0.000, smaller than the existing provision, that is 0,05. This is supported by a large Fcount value of 27.829. This value is greater than Ftable for df1 = 2 and df2 = 97 which has a value of 3.09 so Ho is rejected and Ha accepted; Service quality shows a dominant influence on consumer satisfaction Livana Spikoe Mulyosari. This shows the beta value of service quality is greater, that is equal to 0,580. Suggestions that can be given are: The management company should pay attention to the condition of service quality and product quality offered to the consumer because it proved together both variables have a significant influence on customer satisfaction; Service quality variables need to get the most attention from company management because it is evident that service quality has a dominant influence on customer satisfaction. Efforts to improve the quality of services, among others: a. Improving the cleanliness of Livana Spikoe Mulyosari outlet and always being clean by way of cleaning service routinely every two hours; B. Increased convenience of outlets, one of which is to provide a convenient waiting place for consumers who are waiting for orders to be prepared; C. Increase employee knowledge of products by including employees in routine training held by the company; D. Make every effort to realize the promise that has been given to the consumer; E. Always provide services to consumers quickly and do not discriminate between consumers with one another consumer; F. Respond quickly to any complaints made by consumers, either directly or indirectly

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