?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=PENGARUH+DIMENSI+KUALITAS+PELAYANAN+TERHADAP%0D%0AKEPUASAN+KONSUMEN+PADA+J.CO+DONUTS+AND+COFFEE%0D%0A%0D%0ADI+BANDAR+LAMPUNG%0D%0A%0D%0A(Studi+Pada+J.CO+Donuts+And+Coffee+Cabang+Mall+Boemi+Kedaton)&rft.creator=SYAHRUL+ARI+SANDI%2C+1511011123&rft.subject=+&rft.description=The+need+for+food+and+beverages+is+a+basic+human+needs+that+must+be+met+so+tha+the+The%0D%0Aneed+for+food+and+beverages+is+a+basic+human+need+that+must+be+fulfilled+so+that+the%0D%0Aculinary+business+becomes+a+trend+among+the+people+of+Indonesia.+One+of+them+is+a%0D%0Arestaurant+and+franchise+business+that+provides+a+simple+and+attractive+place+not+only+to%0D%0Adrink+cold+and+hot+drinks+but+also+to+order+food%2C+one+of+which+is+J.CO+Donuts+And+Coffee%0D%0ABranch+of+Boemi+Kedaton+Mall+in+Bandar+Lampung.+The+problem+in+this+study+is+whether%0D%0Aservice+quality+affects+consumer+satisfaction+at+J.CO+Donuts+And+Coffee+Branch+Boemi%0D%0AKedaton+Mall+located+in+Bandar+Lampung.+The+purpose+of+this+study+was+to+determine%0D%0Athe+effect+of+service+quality+on+customer+satisfaction+at+J.CO+Donuts+And+Coffee+Branch%0D%0Aof+Boemi+Kedaton+Mall+in+Bandar+Lampung.%0D%0AAccording+to+Kotler+and+Keller+in+putro%2C+et+al.+(2014).+Waiter+quality+is+all+forms+of%0D%0Aactivities+carried+out+by+the+company+to+meet+consumer+expectations.+According+to+Kotler%0D%0Aand+Keller+in+Putro%2C+et+al.+(2014).+Satisfaction+is+the+level+of+one's+feelings+after%0D%0Acomparing+work+or+perceived+results+compared+to+expectations.+The+population+in+this%0D%0Astudy+were+consumers+who+had+purchased+products+and+made+a+visit+at+J.CO+Donuts+And%0D%0ACoffee+Branch+of+Boemi+Kedaton+Mall+in+Bandar+Lampung.+Data+collection+methods+used%0D%0Ain+this+study+were+questionnaires+and+documentation.+The+results+of+this+study+indicate%0D%0Athat+the+Service+Quality+(X)+tangible+(X1)+empathy+(X2)+reliability+(X3)+responsivness%0D%0A(X4)+assurance+(X5)+variable+has+a+positive+effect+on+Consumer+Satisfaction.+The+R%0D%0Asquare+value+obtained+is+90%2C3%25.+This+number+means+that+the+variables+tangible%2C%0D%0Areliability%2C+responsiveness%2C+assurance+and+empathy+have+a+contribution+of+90%2C3%25+to%0D%0Acustomer+satisfaction%2C+the+rest+is+influenced+by+other+factors+not+examined+in+this+study.%0D%0AThe+variable+that+has+the+greatest+influence+on+customer+satisfaction+is+reliability%2C+while%0D%0Athe+least+influential+variable+is+empathy.+Keywords%3A+Quality+of+Service%2C+tangible%2C+reliability%2C+responsiveness%2C+assurance%2C+empathy%2C%0D%0A%0D%0Acustomer+satisfaction.%0D%0AKebutuhan+akan+makanan+dan+minuman+merupakan+kebutuhan+dasar+manusia+yang+wajib%0D%0Aterpenuhi+sehingga+bisnis+kuliner+menjadi+trend+dikalangan+masyarakat+Indonesia.+Salah%0D%0Asatunya+adalah+bisnis+restoran+dan+waralaba+yang+menyediakan+suatu+tempat+sederhana%0D%0Adan+cukup+menarik+bukan+hanya+untuk+meminum+-+minuman+dingin+dan+panas+tetapi+juga%0D%0Auntuk+memesan+makanan%2C+salah+satunya+adalah+J.CO+Donuts+And+Coffee+Cabang+Mall%0D%0ABoemi+Kedaton+di+Bandar+Lampung.+Permasalahan+dalam+penelitian+ini+adalah+apakah%0D%0Akualitas+pelayanan+berpengaruh+terhadap+kepuasan+konsumen+pada+J.CO+Donuts+And%0D%0ACoffee+Cabang+Mall+Boemi+Kedaton+yang+berada+di+Bandar+Lampung.+Tujuan+dari%0D%0Apenelitian+ini+adalah+untuk+mengetahui+pengaruh+kualitas+pelayanan+terhadap+kepuasan%0D%0Akonsumen+pada+J.CO+Donuts+And+Coffee+Cabang+Mall+Boemi+Kedaton+di+Bandar%0D%0ALampung.%0D%0AMenurut+Kotler+dan+Keller+dalam+putro%2C+et+al.+(2014).+Kualitas+pelayan+adalah+segala%0D%0Abentuk+aktivitas+yang+dilakukan+oleh+perusahaan+guna+memenuhi+harapan+konsumen.%0D%0AMenurut+Kotler+dan+Keller+dalam+Putro%2C+et+al.+(2014).+Kepuasan+adalah+tingkat+perasaan%0D%0Aseseorang+setelah+membandingkan+kerja+atau+hasil+yang+dirasakan+dibandingkan%0D%0Aharapannya.+Populasi+pada+penelitian+ini+yaitu+konsumen+yang+pernah+membeli+produk%0D%0Adan+melakukan+kunjungan+di+J.CO+Donuts+And+Coffee+Cabang+Mall+Boemi+Kedaton+di%0D%0ABandar+Lampung.+Metode+pengumpulan+data+yang+digunakan+dalam+penelitian+ini+adalah%0D%0Akuesioner+dan+dokumentasi.+Hasil+penelitian+ini+menunjukkan+bahwa+variabel+Kulitas%0D%0APelayanan+(X)+tangible+(X1)+empathy+(X2)+reliability+(X3)+responsivness+(X4)+assurance%0D%0A(X5)+berpengaruh+positif+terhadap+Kepuasan+Konsumen.+Nilai+R+square+yang+di%0D%0Adapatkan+adalah+90%2C3%25.+Angka+tersebut+mempunyai+arti+bahwa+variabel+tangible%2C+reliability%2C+responsiveness%2C+assurance+dan+empathy+memiliki+kontribusi+sebesar+90%2C3%25%0D%0Aterhadap+kepuasan+konsumen%2C+sisanya+dipengaruhi+oleh+faktor+lain+yang+tidak+dikaji%0D%0Adalam+penelitian+ini.+Variabel+yang+berpengaruh+terbesar+terhadap+kepuasan+konsumen%0D%0Aadalah+reliability%2C+sedangkan+variabel+yang+berpengaruh+terkecil+adalah+empathy.+Kata+Kunci+%3A+Kualitas+Pelayanan%2C+tangible%2C+empathy%2C+reliability%2C+responsive%2C+assurance%2C&rft.publisher=FAKULTAS+EKONOMI+DAN+BISNIS&rft.date=2019&rft.type=Skripsi&rft.type=NonPeerReviewed&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F55192%2F1%2F1.%2520ABSTRAK.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F55192%2F2%2F2.%2520SKRIPSI%2520FULL.pdf&rft.format=text&rft.identifier=http%3A%2F%2Fdigilib.unila.ac.id%2F55192%2F3%2F3.%2520SKRIPSI%2520FULL%2520TANPA%2520BAB%2520PEMBAHASAN.pdf&rft.identifier=++SYAHRUL+ARI+SANDI%2C+1511011123++(2019)+PENGARUH+DIMENSI+KUALITAS+PELAYANAN+TERHADAP+KEPUASAN+KONSUMEN+PADA+J.CO+DONUTS+AND+COFFEE+DI+BANDAR+LAMPUNG+(Studi+Pada+J.CO+Donuts+And+Coffee+Cabang+Mall+Boemi+Kedaton).++FAKULTAS+EKONOMI+DAN+BISNIS%2C+UNIVERSITAS+LAMPUNG.+++++&rft.relation=http%3A%2F%2Fdigilib.unila.ac.id%2F55192%2F