Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen (Studi Burger Nase di Thamrin Plaza Medan)

Abstract

This research aims to find out and analyze service quality and consumer satisfaction in Burger Nase Thamrin Plaza Medan, as well as to know and analyze the influence of the quality of service of consumer satisfaction in Burger Nase Thamrin Plaza Medan. The methodology that was used in this research was verifikatif that is form of research that is aimed at solving the problem of the tapestry that is the actual,analyzed quantitatively in order to test the truth the hypothesis put forward. This study using a questionnaire as a means of a gatherer of basic data. Engineering data collection conducted the author is research libraries to acquire secondary data,as well as field research for obtaining primary data with observations and the spread of the now. Sampling techniques used in this research is the sample random sampling.The authors sampled as many as 62 people. Calculation of the result obtained there is a significant relationship between the quality of service with this satisfaction may be seen from the result of the regression Y = 19,839 + 0,534 X, where in this case when service quality is constant then there will be a consumer satisfaction of 19,839 and if the quality of service is raised 1 time then customer satisfaction will be increased by 0,534. The magnitude of the contribution to the quality of service to consumer satisfaction is of 37.3% and the rest 62,7 influenced by other factors. Based on the results of researcg, the author suggested that the company be able to retain and increase the quality of its service,so consumers will be satisfied and will buy back.