| dc.contributor.author | DEWI, SISKA TIARA | |
| dc.date.accessioned | 2018-05-24T07:12:35Z | |
| dc.date.available | 2018-05-24T07:12:35Z | |
| dc.date.issued | 2018-04-28 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/19048 | |
| dc.description | Penelitian ini bertujuan untuk menganalisis pengaruh persepsi kualitas layanan terhadap kepuasan pelanggan dan loyalitas pelanggan KFC Sudirman Yogyakarta (studi pada masyarakat umum pelanggan KFC Sudirman Yogyakarta). Subyek dalam penelitian ini adalah restoran KFC Sudirman Yogyakarta sedangkan obyek dalam penelitian ini yaitu masyarakat umum pelanggan KFC Sudirman Yogyakarta. Jumlah sampel yang digunakan dalam penelitian ini 127 responden. Metode pengambilan sampel yang digunakan non probability yang digunakan adalah purposive sampling. Pengambilan sampel dan teknik pengumpulan data menggunakan kuisioner. Data dioleh dengan regresi linear dan path analysismenggunakan software SPSS Statistics 21.
Hasil analisis yang dilakukan menunjukan bahwa persepsi kualitas layanan berpengaruh positif terhadap kepuasan pelanggan, kemudian kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan, persepsi kualitas layanan berpengaruh positif terhadap loyalitas pelanggan dan yang terakhir persepsi kualitas layanan berpengaruh tidak langfsung tyerhadap loyalitas pelanggan melalui kepuasan pelanggan. | en_US |
| dc.description.abstract | This study aims to analyze the impact of the service quality perceptions on the customers’ satisfaction and customers’ loyalty in KFC Sudirman Yogyakarta (study based on the customers of KFC Sudirman Yogyakarta). The subject of this study is restaurant KFC Sudirman Yogyakarta itself while the object is its customers. The number of samples used in this study were 127 respondents. The sampling method used non probability sampling and that is purposive sampling. Sampling and data collection techniques are using quesioners. The data were obtained by linear regression and path analysis using SPPS Statistics 21 software.
The result of this analysis shows that the perceptions of the service quality has positive impact on the customers’ satisfaction, then the customers’ satisfaction has positive impact on the customers’ loyalty, the service quality perceptions have positive impact on the customers’ loyalty and lastly the perception of the service quality has an indirect impact on the customers’ loyalty through their satisfaction. | en_US |
| dc.publisher | FE UMY | en_US |
| dc.subject | perception of the service quality, customers’ satisfaction, customers’ loyalty. persepsi kualitas layanan, kepuasan pelanggan, loyalitas pelanggan | en_US |
| dc.title | PENGARUH PERSEPSI KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN KFC YOGYAKARTA | en_US |
| dc.title.alternative | (STUDI PADA MASYARAKAT UMUM PELANGGAN KFC SUDIRMAN YOGYAKARTA) | en_US |
| dc.type | Thesis
SKR
FEB
112 | en_US |
