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Pengaruh Kualitas Pelayanan dan Nilai Pelanggan Terhadap Kepuasan Pelanggan Pada Veranda Cafe

Ida Bagus Sudiksa, S.E., M.M., Ida Bagus Sudiksa (2014) Pengaruh Kualitas Pelayanan dan Nilai Pelanggan Terhadap Kepuasan Pelanggan Pada Veranda Cafe. E-Journal Manajemen Universitas Udayana, 3. ISSN 2302-8912

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Abstract

ABSTRAK 1 Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan dan nilai pelanggan terhadap kepuasan pelanggan pada Veranda Cafe. Penelitian ini menggunakan riset kualitatif yaitu dengan menggunakan survey dan kuesioner terhadap 120 responden. Penelitian ini menggunakan teknik analisis data regresi linier berganda. Ditemukan hasil bahwa variabel kualitas pelayanan dan nilai pelanggan berpengaruh positif dan signifikan secara simultan terhadap kepuasan pelanggan pada Veranda Cafe. Selanjutnya, Variabel kualitas pelayanan dan nilai pelanggan berpengaruh positif dan signifikan secara parsial terhadap kepuasan pelanggan pada Veranda Café. Kata Kunci : Kualitas Pelayanan, Nilai Pelanggan, Kepuasan Pelanggan ABSTRACT The purpose of this study was to determine the effect of service quality and customer value on customer satisfaction in the Veranda Cafe. This study used a qualitative research using surveys and questionnaires to 120 respondents. This study uses data analysis techniques of multiple linear regression. It was found that the variables of service quality and customer value and significant positive effect on customer satisfaction simultaneously at the Veranda Cafe. Furthermore, variable service quality and customer value and significant positive effect on customer satisfaction partially on the Veranda Café. Keywords : Service Quality, Customer Value, 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/2018

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