ANALYSIS
OF CUSTOMER SATISFACTION ON QUALITY OF SERVICE IN COLOR COLORFUL RESTO CAFE
& OUTLET, BEKASI
SCIENTIFIC
WRITING SEMINAR
Asked To Completing One Of
Terms To Achieve Degree
Equivalent to a Bachelor of
Management Department Study Strata One
Faculty of Economics,
University Gunadarma
Nama :
Rizkal Purnama
NPM : 16212541
Jurusan :
Manajemen (S1)
Pembimbing : Ir. Agus
Sulaksono., MMSI, MT
FAKULTAS EKONOMI
UNIVERSITAS GUNADARMA
JAKARTA
2016
ABSTRAKSI
Rizkal Purnama, 16212541
ANALYSIS OF CUSTOMER SATISFACTION ON QUALITY OF
SERVICE IN COLOR COLORFUL RESTO CAFE & OUTLET, BEKASI
SCIENTIFIC WRITING SEMINAR
PI, Department of
Management, Faculty of Economics, University Gunadarma, 2016
Keywords: Satisfaction.
(x + 57 Halaman + lampiran)
Level of customer satisfaction is the evaluation results
consciously or cognitive assessment as to whether the product performance is
relatively good or bad or whether the concerned product is suitable or not
suitable with the purpose or use for fulfilling the needs and desires of
customers as well as the accuracy of delivery to offset the customer's
expectations.
The
purpose of this paper is to determine the level of customer satisfaction with
the quality of service at Colorful Resto Café & Outlet, Bekasi. In this
paper the author uses analysis tools including Likert scale by distributing
questionnaires to 100 respondents Colorful Resto Café & Outlet, Bekasi
using SPSS version 22.0 For Windows, to test the validity and reliability testing.
I also use the chi-square method that can be used to test hypotheses about the
size or distribution of the variables of the study as well as to test whether
two or more population has the same distribution.
From the research that has been done
shows the analysis of the 100 respondents, the majority of respondents are
satisfied with the services provided by Colorful Resto Café & Outlet,
Bekasi. It is obtained from the calculation with chi square analysis where the
results of X2 count = 57.723 bigger than X2 table (0:05: 16) = 26 296, then Ho
is rejected and Ha accepted, which means consumers are satisfied with the
services provided by Colorful Resto Café & Outlet , Bekasi. Keywords:
Satisfaction.
TABLE OF
CONTENTS
TITLE PAGE ........................................................................................................ i
ABSTRACTION .................................................................................................. ii
FOREWORD.................................................................................................. ...... iii
TABLE OF
CONTENTS .................................................................................... v
LIST OF TABLES
........................................................................................ .... viii
LIST OF CHART.......................................................................................... ...... ix
APPENDIX LIST.......................................................................................... ....... x
CHAPTER I
INTRODUCTION
1.1 Background............................................................................................... 1
1.2 Formulation
and Limitations
1.3 Research purposes..................................................................................... 2
1.4 Benefits of research.................................................................................. 3
CHAPTER II
Platform Theory
2.1
Theoretical framework
2.1.1 Consumer
satisfaction...................................................................... 7
2.1.2 Factors
Affecting Customer Satisfaction........................................ 7
2.1.3 understanding
Marketing............................................................... 12
2.1.4 Marketing
Management................................................................. 19
2.1.5 Marketing
strategy......................................................................... 22
2.1.6 understanding
Services.................................................................. 22
2.1.7 Characteristics
of Marketing Services............................................ 22
2.1.8 Service
quality................................................................................ 22
2.2 Similar research study............................................................................. 25
2.3 Analysis Tools Used............................................................................... 26
CHAPTER III
RESEARCH METHODS
3.1 Object
of research................................................................................... 29
3.2 Data / Variables Used............................................................................. 29
3.3 Method of collecting data....................................................................... 30
3.4 hypothesis............................................................................................... 30
3.5 Analysis Tools Used............................................................................... 31
CHAPTER IV
DISCUSSION
4.1 Data and Research Object Profile
4.2 Results and Discussion
4.2. 1 Results............................................................................................ 32
4.2.2 Discussion....................................................................................... 33
4.3 Summary of Results................................................................................ 38
CHAPTER V
CONCLUSIONS AND SUGGESTIONS
5.1 Conclusion.............................................................................................. 56
5.2 Suggestion............................................................................................... 56
BIBLIOGRAPHY
APPENDIX LIST
ANALYSIS
OF CUSTOMER SATISFACTION ON QUALITY OF SERVICE IN COLOR COLORFUL RESTO CAFE
& OUTLET, BEKASI
SCIENTIFIC
WRITING SEMINAR
Asked To Completing One Of
Terms To Achieve Degree
Equivalent to a Bachelor of
Management Department Study Strata One
Faculty of Economics,
University Gunadarma
Nama :
Rizkal Purnama
NPM : 16212541
Jurusan :
Manajemen (S1)
Pembimbing : Ir. Agus
Sulaksono., MMSI, MT
FAKULTAS EKONOMI
UNIVERSITAS GUNADARMA
JAKARTA
2016
ABSTRAKSI
Rizkal Purnama, 16212541
ANALYSIS OF CUSTOMER SATISFACTION ON QUALITY OF
SERVICE IN COLOR COLORFUL RESTO CAFE & OUTLET, BEKASI
SCIENTIFIC WRITING SEMINAR
PI, Department of
Management, Faculty of Economics, University Gunadarma, 2016
Keywords: Satisfaction.
(x + 57 Halaman + lampiran)
Level of customer satisfaction is the evaluation results
consciously or cognitive assessment as to whether the product performance is
relatively good or bad or whether the concerned product is suitable or not
suitable with the purpose or use for fulfilling the needs and desires of
customers as well as the accuracy of delivery to offset the customer's
expectations.
The
purpose of this paper is to determine the level of customer satisfaction with
the quality of service at Colorful Resto Café & Outlet, Bekasi. In this
paper the author uses analysis tools including Likert scale by distributing
questionnaires to 100 respondents Colorful Resto Café & Outlet, Bekasi
using SPSS version 22.0 For Windows, to test the validity and reliability testing.
I also use the chi-square method that can be used to test hypotheses about the
size or distribution of the variables of the study as well as to test whether
two or more population has the same distribution.
From the research that has been done
shows the analysis of the 100 respondents, the majority of respondents are
satisfied with the services provided by Colorful Resto Café & Outlet,
Bekasi. It is obtained from the calculation with chi square analysis where the
results of X2 count = 57.723 bigger than X2 table (0:05: 16) = 26 296, then Ho
is rejected and Ha accepted, which means consumers are satisfied with the
services provided by Colorful Resto Café & Outlet , Bekasi. Keywords:
Satisfaction.
TABLE OF
CONTENTS
TITLE PAGE ........................................................................................................ i
ABSTRACTION .................................................................................................. ii
FOREWORD.................................................................................................. ...... iii
TABLE OF
CONTENTS .................................................................................... v
LIST OF TABLES
........................................................................................ .... viii
LIST OF CHART.......................................................................................... ...... ix
APPENDIX LIST.......................................................................................... ....... x
CHAPTER I
INTRODUCTION
1.1 Background............................................................................................... 1
1.2 Formulation
and Limitations
1.3 Research purposes..................................................................................... 2
1.4 Benefits of research.................................................................................. 3
CHAPTER II
Platform Theory
2.1
Theoretical framework
2.1.1 Consumer
satisfaction...................................................................... 7
2.1.2 Factors
Affecting Customer Satisfaction........................................ 7
2.1.3 understanding
Marketing............................................................... 12
2.1.4 Marketing
Management................................................................. 19
2.1.5 Marketing
strategy......................................................................... 22
2.1.6 understanding
Services.................................................................. 22
2.1.7 Characteristics
of Marketing Services............................................ 22
2.1.8 Service
quality................................................................................ 22
2.2 Similar research study............................................................................. 25
2.3 Analysis Tools Used............................................................................... 26
CHAPTER III
RESEARCH METHODS
3.1 Object
of research................................................................................... 29
3.2 Data / Variables Used............................................................................. 29
3.3 Method of collecting data....................................................................... 30
3.4 hypothesis............................................................................................... 30
3.5 Analysis Tools Used............................................................................... 31
CHAPTER IV
DISCUSSION
4.1 Data and Research Object Profile
4.2 Results and Discussion
4.2. 1 Results............................................................................................ 32
4.2.2 Discussion....................................................................................... 33
4.3 Summary of Results................................................................................ 38
CHAPTER V
CONCLUSIONS AND SUGGESTIONS
5.1 Conclusion.............................................................................................. 56
5.2 Suggestion............................................................................................... 56
BIBLIOGRAPHY
APPENDIX LIST
