Pengaruh Kualitas Produk, Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Konsumen Pada Sentra Kuliner Semolowaru Kecamatan Sukolilo, Surabaya. (The Influence of Product Quality, Service Quality, and Facilities on Consumer Satisfaction at the Semolowaru Culinary Center, Sukolilo District, Surabaya).

Setiawan, Putra Flores (2024) Pengaruh Kualitas Produk, Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Konsumen Pada Sentra Kuliner Semolowaru Kecamatan Sukolilo, Surabaya. (The Influence of Product Quality, Service Quality, and Facilities on Consumer Satisfaction at the Semolowaru Culinary Center, Sukolilo District, Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Kepuasan konsumen adalah perasaan kekecewaan atau kepuasan yang dialami seseorang setelah membandingkan kinerja produk yang dirasakan dengan kinerja produk yang diharapkan. Kepuasan konsumen merupakan salah satu faktor kunci yang menentukan keberhasilan dan keberlanjutan suatu bisnis, terutama di industri yang kompetitif. Oleh karena itu, untuk memperkuat daya saingnya, Sentra Kuliner Semolowaru perlu mempertahankan bahkan meningkatkan tingkat Kepuasan Konsumen. Tujuan dari penelitian ini adalah untuk membuktikan dan menganalisis pengaruh kualitas produk, kualitas pelayanan dan fasilitas terhadap Kepuasan Konsumen pada Sentra Kuliner Semolowaru Kecamatan Sukolilo, Surabaya. Penelitian ini menggunakan metode Kuantitatif, teknik pengambilan sampel dalam penelitian ini menggunakan purposive sampling. Sampel dalam penelitian ini sebanyak 100 responden yang merupakan konsumen dari Sentra Kuliner Semolowaru. Data yang diperoleh diolah dengan menggunakan SPSS versi 26.0 dan pengujian yang digunakan dalam penelitian ini meliputi Uji Instrumen yaitu Uji Validitas dan Uji Reliabilitas, Uji Asumsi Klasik yaitu Uji Normalitas, Uji Multikolinieritas dan Uji Heterokedastisitas, Uji Analisis Regresi Linier Berganda dan Koefisien Determinasi sedangkan Uji Hipotesis menggunakan Uji T dan Uji F. Hasil penelitian ini menunjukkan bahwa variabel kualitas produk tidak berpengaruh signifikan terhadap kepuasan konsumen Sentra Kuliner Semolowaru Kecamatan Sukolilo, Surabaya. Sedangkan variabel kualitas pelayanan dan Fasilitas berpengaruh secara positif dan signifikan terhadap kepuasan konsumen pada Sentra Kuliner Semolowaru Kecamatan Sukolilo, Surabaya. Hasil ini menunjukkan bahwa secara simultan dan parsial Kualitas Produk, Kualitas Pelayanan dan Fasilitas berpengaruh signifikan Terhadap Kepuasan Konsumen pada Sentra Kuliner Semolowaru Kecamatan Sukolilo, Surabaya

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