ANALISIS PENGARUH DIMENSI SERVQUAL TERHADAP CUSTOMER SATISFACTION PADA LAYANAN DRIVE THRU MCDONALD'S R.SUKAMTO DI KOTA PALEMBANG

FEBRIANOWEN, FEBRIANOWEN and Nofiawaty, Nofiawaty and Nailis, Welly (2021) ANALISIS PENGARUH DIMENSI SERVQUAL TERHADAP CUSTOMER SATISFACTION PADA LAYANAN DRIVE THRU MCDONALD'S R.SUKAMTO DI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to determine the analysis of the influence of service quality dimensions on customer satisfaction at McDonald's R.Sukamto drive through services in Palembang City. The type of data used in this study is secondary data obtained from reliable journals and websites with a sample of 100 respondents. The data analysis technique used in this study is quantitative analysis using the calculation method by cursing two tests, namely: the coefficient of determination (R2) and multiple linear regression using SPSS 21.0. The results of this study indicate that the physical evidence and guarantee variables have no effect responsiveness, satisfaction, and empathy variables have an influence on the influence of consumers on driving services through McDonald's R. Sukamto in Palembang City. The limitations of this study are the limited population and sample due to the COVID-19 pandemic. The variables in this study are limited to the dimensions of service quality variables.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Dimensi Kualitas Pelayanan, Kepuasan Konsumen
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Febrianowen Febrianowen
Date Deposited:	14 Sep 2021 08:11
Last Modified:	14 Sep 2021 08:11
URI:	http://repository.unsri.ac.id/id/eprint/53987

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