PENGARUH KUALITAS PELAYANAN, PROMOSI, DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PADA FRANCHISE XICUAN DRIYOREJO GRESIK

ARMENITHA, SHAFA AGVI NOVA (2022) PENGARUH KUALITAS PELAYANAN, PROMOSI, DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PADA FRANCHISE XICUAN DRIYOREJO GRESIK. Skripsi thesis, UNIVERSITAS BHAYANGKARA SURABAYA.

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Abstract

This study aims to determine the effect of Service Quality, Promotion, and Brand Image on Customer Satisfaction at the Xicuan Driyorejo Gresik Franchise. The sampling technique was carried out by the Random Sampling method. Data was collected by offline questionnaires through buyers with a population of 1130 people/buyers and samples were taken using the Slovin formula to 92 respondents. Statistical method using Validity and Reliability test, Multiple Linear Regression Analysis, with hypothesis testing F statistic test and t statistic test. The results of this study indicate the F test that Service Quality, Promotion, and Brand Image simultaneously and significantly affect customer satisfaction at the Xicuan Driyorejo Gresik Franchise. By partial test, the variables of Service Quality, Promotion, and Brand Image partially have a significant effect on Customer Satisfaction at the Xicuan Driyorejo Gresik Franchise by obtaining a tcount > ttable with a significant level less than < 0.10. The results of the study Dominantly Among Service Quality, Promotion, and Brand Image which have a dominant influence on Customer Satisfaction at the Xicuan Driyorejo Gresik Franchise is Service Quality. By having the highest Beta value, which is 0.367

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Store facilities, Service Quality, Completeness of Products and Consumer Loyalty
Divisions:	Faculty of Economic & Business > Bachelor of Management & Business
Depositing User:	Perpus Ubhara Surabaya
Date Deposited:	16 Mar 2023 03:01
Last Modified:	16 Mar 2023 03:01
URI:	http://eprints.ubhara.ac.id/id/eprint/1770

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