PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN DENGAN FASILITAS SEBAGAI MODERASI

Hidayat, Mokhamad Fakhrul Hidayat (2023) PENGARUH KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN DENGAN FASILITAS SEBAGAI MODERASI. Undergraduate thesis, Universitas Muhammadiyah Malang.

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Abstract

The research objective is to describe product quality, facilities and customer satisfaction, Know and analyze the effect of product quality on customer satisfaction, find out and analyze whether facilities moderate the influence of product quality on coffee shop customer satisfaction in the city of Surabaya. The research population is coffee shop customers in the city of Surabaya. The research sample used purposive sampling of 150 customers. The analysis tool uses a range of scales, the classic assumption test of Moderated Regression Analysis (MRA). Research findings show that the quality of coffee products in coffee shops in Surabaya is very good. Complete coffee shop facilities in Surabaya. Customers are very satisfied with the quality of the products and complete facilities. Product quality has a significant effect on coffee shop customer satisfaction in Surabaya. Facilities have a significant effect on coffee shop customer satisfaction in Surabaya. Facilities moderate the influence of product quality on customer satisfaction
Keywords: Product Quality, Facilities, Customer Satisfaction

Item Type: Thesis (Undergraduate)
Student ID: 201810160311536
Keywords: Product Quality, Facilities, Customer Satisfaction
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economics and Business > Department of Management (61201)
Depositing User: 201810160311536 fh58428
Date Deposited: 30 Nov 2023 01:11
Last Modified: 30 Nov 2023 01:11
URI: https://eprints.umm.ac.id/id/eprint/609

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