Intianto, Massela and Tobing, Rudy (2016) Analyzing the Factors Affecting Customer Satisfaction on Small Business in Restaurant Industry in BSD. Case Study: Tutup Panci Restaurant. Bachelor thesis, Swiss German University.

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Abstract

Customer Satisfaction is one method to measure whether the company’s customer have been satisfied or not either by the service, product, or price set by the company as the higher of customer satisfaction, the more they have a repeat purchase towards the company which is why most companies kept their customer satisfied which in this case, the restaurant industry on small business in BSD with the case study of Tutup Panci. This research seeks to understand the relationship of several variables, which are Price, Service Quality, and Restaurant Environment towards Customer Satisfaction. The variables selected and indicators are accustomed with the question, situation, and purpose of the research. The data is gathered from journals, the company’s (restaurant) reports, business plan, as well as questionnaires acquired from the customers of Tutup Panci itself. The data is processed using SPSS statistics to measure the validity and reliability of the data and data analysis using AMOS to see the influence between variables and their significance level. As a result, it shows only two hypothesis were accepted which were Restaurant Environment and Price while Service Quality is not towards Customer Satisfaction though Service Quality still holds, even it was weak, an influence toward Customer Satisfaction.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Customer Satisfaction; Restaurant Industry; Small Business; Price; Service Quality; Restaurant Environment.
Subjects:	H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction T Technology > TX Home economics > TX946.5 Food service
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Atroridho Rizky
Date Deposited:	03 Nov 2020 13:55
Last Modified:	03 Nov 2020 13:55
URI:	http://repository.sgu.ac.id/id/eprint/1352

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