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Analisa pengaruh product quality, service quality, price, situational factors, dan personal factors terhadap kepuasan pelanggan pada Restoran 'X' di Tunjungan Plaza Surabaya

Christianto, Alexander and Sangkai, Dita Yuliani (2010) Analisa pengaruh product quality, service quality, price, situational factors, dan personal factors terhadap kepuasan pelanggan pada Restoran 'X' di Tunjungan Plaza Surabaya. Bachelor thesis, Petra Christian University.

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Abstract

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.

Item Type: Thesis (Bachelor)
Uncontrolled Keywords: product quality, service quality, price, situational factors, personal factors, customer satisfaction
Subjects: UNSPECIFIED
Divisions: UNSPECIFIED
Depositing User: Admin
Date Deposited: 23 Mar 2011 18:48
Last Modified: 13 Apr 2011 14:35
URI: http://repository.petra.ac.id/id/eprint/4536

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