President University Repository

THE ANALYSIS INFLUENCE OF SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION: A CASE OF MCDONALDS IN LIPPO CIKARANG

Show simple item record

dc.contributor.author Rahman, Fadilah
dc.date.accessioned 2019-11-27T09:49:31Z
dc.date.available 2019-11-27T09:49:31Z
dc.date.issued 2015
dc.identifier.uri http://repository.president.ac.id/xmlui/handle/123456789/2542
dc.description.abstract This research aims to test and anlysis influence of service quality towards customer satisfaction in McDonalds Lippo Cikarang. The dimensions of service quality are tangible, empathy, reliability, responsiveness and assurance. This study is using quantitative research analysis, multiple regression method with collect data from questionnaires and using Statistical Product and Service Solution (SPSS) version 17 was used to analyze the data. Questionnaires were distributed and self-administered to 100 respondents. The respondents were customers, who have been visited in McDonalds Lippo Cikarang. The result on this research has shown that in partially empathy, reliability and assurance have significant influence towards Customer Satisfaction and independent variable in simultaneous have significant influence towards Customer Satisfaction. Adjusted R square of 0.457 showed that 45.7% Customer Satisfaction in McDonalds in Lippo Cikarang can be explained by empathy, reliability and assurance. While the remaining 54.3% are influenced or explained by other variables not included in this research model. en_US
dc.language.iso en_US en_US
dc.publisher President University en_US
dc.relation.ispartofseries Management;011200800027
dc.subject Tangible en_US
dc.subject Empathy en_US
dc.subject Reliability en_US
dc.subject Responsiveness en_US
dc.subject Assurance and Customer Satisfaction en_US
dc.title THE ANALYSIS INFLUENCE OF SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION: A CASE OF MCDONALDS IN LIPPO CIKARANG en_US
dc.type Thesis en_US


Files in this item

This item appears in the following Collection(s)

Show simple item record

Search Repository


Advanced Search

Browse

My Account