HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN KEPUASAN KONSUMEN PADA PELANGGAN WAROENG SPESIAL SAMBAL ‘SS’ CABANG SAMIRONO YOGYAKARTA

Madeja, Claudia Putri Maria (2017) HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN KEPUASAN KONSUMEN PADA PELANGGAN WAROENG SPESIAL SAMBAL ‘SS’ CABANG SAMIRONO YOGYAKARTA. Skripsi thesis, Universitas Mercu Buana Yogyakarta.

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Abstract

HUBUNGAN ANTARA KUALITAS PELAYANAN DENGAN KEPUASAN KONSUMEN PADA PELANGGAN WAROENG SPESIAL SAMBAL ‘SS’ CABANG SAMIRONO YOGYAKARTA 1 Claudia Putri Maria Madeja 2Nur Fachmi BS 12Fakultas Psikologi, Universitas Mercu Buana Yogyakarta claudiaputrimariamadeja@gmail.com Abstrak Penelitian ini bertujuan untuk mengetahui hubungan antara kualitas pelayanan dengan kepuasan konsumen pada pelanggan Waroeng Spesial Sambal ‘SS’ Cabang Samirono Yogyakarta. Hipotesis yang diajukan dalam penelitian ini adalah ada hubungan positif antara kualitas pelayanan dengan kepuasan konsumen pada pelanggan Waroeng Spesial Sambal ‘SS’ Cabang Samirono Yogyakarta. Subjek penelitian ini adalah remaja tengah yang berada pada rentang usia 18-40 sebanyak 60 subjek. Penentuan subjek penelitian menggunakan metode quota sampling. Metode pengumpulan data dalam penelitian ini menggunakan skala kualitas pelayanan dan skala kepuasan konsumen. Metode analisis data dalam penelitian ini menggunakan korelasi product moment dari Pearson. Hasil analisis menunjukkan bahwa ada hubungan positif yang signifikan antara kualitas pelayanan dengan kepuasan konsumen pada pelanggan Waroeng Spesial Sambal ‘SS’ Cabang Samirono Yogyakarta, yaitu (rxy = 0,806; p < 0,01). Hal tersebut menunjukkan bahwa adanya hubungan positif antara kualitas pelayanan dengan kepuasan konsumen pada pelanggan Waroeng Spesial Sambal ‘SS’ Cabang Samirono Yogyakarta. Sehingga hipotesis pada penelitian ini dapat diterima. Semakin tinggi kualitas pelayanan maka akan semakin tinggi pula kepuasan konsumen, sebaliknya semakin rendah tingkat kualitas pelayanan maka semakin rendah pula kepuasan konsumen. kata kunci: kualitas pelayanan, kepuasan konsumenii CORRELATION BETWEEN THE QUALITY OF SERVICES WITH CUSTOMER SATISFACTION ON WAROENG SPESIAL CUSTOMERS SAMBAL 'SS' BRANCH SAMIRONO YOGYAKARTA 1 Claudia Putri Maria Madeja 2Nur Fachmi BS 12Fakultas Psikologi, Universitas Mercu Buana Yogyakarta claudiaputrimariamadeja@gmail.com Abstract This study aims to determine the correlation between service quality and customer satisfaction on customers Waroeng Special Sambal 'SS' Branch Samirono Yogyakarta. The hypothesis proposed in this research is there is a positive correlation between service quality and customer satisfaction on customers Waroeng Special Sambal 'SS' Branch Samirono Yogyakarta. The subjects of this study were middle adolescents who were in the age range 18-40 as many as 60 subjects. The determination of the subject of the research using quota sampling. Methods of data collection in this study using the scale of service quality and consumer satisfaction scale. Data analysis method in this research use product moment correlation from Pearson. The result of the analysis indicate that there is a significant positive correlation between service quality and customer satisfaction on Waroeng Special customers Sambal 'SS' Branch Samirono Yogyakarta, is (rxy = 0,806; p <0,01). It shows that there is a positive correlation between the quality of service and customer satisfaction on customers Waroeng Special Sambal 'SS' Branch Samirono Yogyakarta. So the hypothesis in this study is acceptable. The higher the quality of service will be the higher the consumer satisfaction, otherwise the lower the level of service quality the lower the consumer satisfaction. keywords: quality of service and customer satisfaction

Item Type: Thesis (Skripsi)
Additional Information/ Lokasi Hardcopy: Nur Fachmi B.S.,S.Psi., M.Psi., Psikolog
Subjects: B Philosophy. Psychology. Religion > BF Psychology
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Psikologi > Program Studi Psikologi
Depositing User: Psikologi UMBY
Date Deposited: 10 Feb 2018 04:02
Last Modified: 10 Feb 2018 04:02
URI: http://eprints.mercubuana-yogya.ac.id/id/eprint/1578

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