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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA LAMORE CAFE DI DENPASAR

I Made Jatra, S.E., M.M., I Made Jatra (2014) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA LAMORE CAFE DI DENPASAR. E-Journal Manajemen Universitas Udayana, 3. ISSN 2302-8912

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Abstract

ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan yang terdiri dari bukti fisik, kehandalan, daya tanggap, jaminan dan empati secara simultan dan parsial terhadap kepuasan konsumen pada L’amore Cafe di Denpasar yang beralamat di jalan Tukad Barito No 18A Denpasar. Teknik pengumpulan data yang digunakan adalah wawancara dan kuesioner. Jumlah sampel yang digunakan sebanyak 105 responden berdasarkan teknik purposive sampling dengan Teknik analisis data regresi linier berganda. Kesimpulan yang didapat bahwa: secara simultan kualitas pelayanan berpengaruh signifikan terhadap kepuasan konsumen pada L’amore cafe di Denpasar dan secara parsial bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan konsumen pada L’amore cafe di Denpasar. Kata kunci: Kualitas pelayanan, kepuasan konsumen ABSTRACT This study was to determine the effect of service quality consists of physical evidence, reliability, responsiveness, assurance and empathy simultaneously and partially on customer satisfaction in L'amore Cafe in. The research was conducted in L’amore cafe Denpasar, which is located at Jalan Tukad Barito No 18A Denpasar. The data was collected by interview and questionnaire. The samples used were 105 respondents based on purposive sampling with data analysis technique of multiple linear regression.The conclusion that: quality simultaneous services significantly influence customer satisfaction in L'amore cafe in Denpasar and partially that the quality of the service and a significant positive effect on customer satisfaction in L'amore cafe in Denpasar Keywords: service quality, customer satisfaction

Item Type: Article
Uncontrolled Keywords: -
Subjects: L Education > L Education (General)
Divisions: Faculty of Law, Arts and Social Sciences > School of Education
Depositing User: Mr. Repository Admin
Date Deposited: 07 Jun 2016 21:58
Last Modified: 21 Jun 2016 05:58
URI: http://erepo.unud.ac.id/id/eprint/1741

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