Analisa pengaruh product quality, service quality, price, situational factors, dan personal factors terhadap kepuasan pelanggan pada Restoran 'X' di Tunjungan Plaza Surabaya - Digital Collection of Petra Christian University

Hasil penelitian atas 150 orang pelanggan Restoran " X " di Tunjungan
Plaza menunjukkan bahwa: ( 1 ) Secara keseluruhan product quality, service
quality, price,dan personal factors dipersepsikan baik atau memadai oleh
pelanggan, sebaliknya situational factors dipersepsikan kurang baik. ( 2 ) Secara
keseluruhan, pelanggan puas atas product quality, service quality, price, dan
personal factors, tetapi kurang puas atas situational factors. ( 3 ) Product quality,
service quality, price, situational factors, dan personal factors secara simultan
dan parsial mempunyai pengaruh signifikan terhadap kepuasan pelanggan. ( 4 )
Product quality mempunyai pengaruh paling besar terhadap kepuasan pelanggan.

Author
• (33403021) DITA YULIANI SANGKAI
• (33402155) ALEXANDER CHRISTIANTO

Subject
1. RESTAURANT MANAGEMENT
2. RESTAURANTS-PERSONNEL MANAGEMENT
3. CONSUMER SATISFACTION

Keyword
product quality, service quality, price, situational factors, personal factors, customer satisfaction

Category
s1 - Skripsi/Undergraduate Thesis (Program Manajemen Perhotelan)

Rights
Skripsi No. 33010085/MAN/2010; Dita Yuliani Sangkai (33403021), Alexander Christianto (33402155)
The resource(s) is/are owned by the Creator/Contributor.Reproduction & distribution for non-commercial purposes is permitted provided that the credit for the Creator/Contributor and the source are explicitly stated,and no alteration are made

FILE(s)