S MIK 1202289 Table of content
DAFTAR ISI
KATA PENGANTAR ............................................................................ i
DAFTAR ISI .........................................................................................iii
DAFTAR TABEL ..............................................................................viii
DAFTAR GAMBAR .......................................................................... vix
BAB I PENDAHULUAN
1.1 Latar Belakang Masalah .................................................................... 1
1.2 Identifikasi dan Perumusan Masalah ................................................ 6
1.3 Tujuan dan Kegunaan Penelitian ...................................................... 6
1.3.1 Tujuan Teoritis ............................................................................... 6
1.3.2 Tujuan Praktis ................................................................................ 6
BAB II TINJAUAN TEORITIS
2.1 Kajian Pustaka................................................................................... 7
2.1.1 Pariwisata ....................................................................................... 7
2.1.2 Gastronomi ..................................................................................... 7
2.1.3 Restoran ......................................................................................... 8
2.1.3.1 Pengertian Restoran .................................................................... 8
2.1.3.2 Tipe Restoran .............................................................................. 8
2.1.4 Konsep Pemasaran Jasa ............................................................... 12
2.1.4.1 Pengertian Pemasaran Jasa ........................................................ 12
2.1.4.2 Bauran Pemasaran ..................................................................... 12
2.1.4.3 Karakteristik Pemasaran Jasa .................................................... 14
2.1.5 Konsep Kualitas Pelayanan .......................................................... 15
2.1.5.1 Pengertian Kualitas Pelayanan .................................................. 15
2.1.5.2 Dimensi Kualitas Pelayanan ..................................................... 15
2.1.5.3 Prinsip Kualitas Pelayanan ........................................................ 17
2.1.5.4 Biaya Kualitas Pelayanan .......................................................... 18
i
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
2.1.5.5 Faktor Buruknya Kualitas Pelayanan ........................................ 19
2.1.6 Konsep Kepuasan Konsumen ...................................................... 20
2.1.6.1 Pengertian Kepuasan Konsumen .............................................. 20
2.1.6.2 Dimensi Kepuasan Konsumen .................................................. 21
2.1.6.3 Indikator Kepuasan Konsumen ................................................. 22
2.1.6.4 Konseptual Kepuasan Konsumen ............................................. 23
2.2 Hubungan Antara Variabel Kualitas Pelayanan dengan Kepuasan
Konsumen ............................................................................................. 23
2.3 Penelitian Terdahulu ....................................................................... 24
2.4 Kerangka Pemikiran ........................................................................ 27
2.5 Hipotesis.......................................................................................... 29
BAB III OBJEK DAN METODOLOGI PENELITIAN
3.1 Objek Penelitian .............................................................................. 31
3.2 Metode Penelitian............................................................................ 31
3.2.1 Jenis dan Metode Penelitian ......................................................... 31
3.2.2 Operasional Variabel Penelitian ................................................... 32
3.2.3 Jenis dan Sumber Data ................................................................. 36
3.2.4 Populasi dan Sampel .................................................................... 37
3.2.4.1 Populasi ..................................................................................... 37
3.2.4.2 Sampel ....................................................................................... 37
3.2.4.3 Teknik Penarikan Sampel ......................................................... 39
3.2.5 Teknik Pengumpulan Data ........................................................... 40
3.2.6 Hasil Pengujian Validasi dan Reliabilitas .................................... 41
3.2.6.1 Hasil Pengujian Validasi ........................................................... 41
3.2.6.2 Hasil Pengujian Reliabilitas ...................................................... 45
3.2.7 Rancangan Analisis Data dan Pengujian Hipotesis ..................... 47
3.2.7.1 Rancangan Analisis Deskriptif .................................................. 48
3.2.7.2 Rancangan Analisis Verifikatif ................................................. 49
3.2.7.3 Pengujian Hipotesis................................................................... 52
ii
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
4.1 Hasil Penelitian ............................................................................... 53
4.1.1 Gambaran Umum Objek Penelitian ............................................. 53
4.1.2 Identitas Restoran Mergosari Ciamis ........................................... 53
4.1.3 Struktur Organisasi ...................................................................... 54
4.2 Karakteristik dan Pengalaman Responden ...................................... 54
4.2.1 Karakteristik Responden .............................................................. 54
4.2.1.1 Karakteristik Responden Berdasarkan Jenis Kelamin .............. 55
4.2.1.2 Karakteristik Responden Berdasarkan Usia .............................. 56
4.2.1.3 Karakteristik Responden Berdasarkan Pendidikan ................... 57
4.2.1.4 Karakteristik Responden Berdasarkan Pekerjaan ..................... 59
4.2.1.5 Karakteristik Responden Berdasarkan Penghasilan .................. 60
4.2.1.6 Karakteristik Responden Berdasarkan Frekuensi Berkunjung . 61
4.3 Hasil Pengujian Deskriptif .............................................................. 62
4.3.1 Tanggapan Responden Mengenai Variabel Kualitas Pelayanan .. 62
4.3.1.1 Tanggapan Responden Terhadap Tangible (Bukti Fisik) ......... 63
4.3.1.2 Tanggapan Responden Terhadap Emphaty (Kemudahan) ........ 65
4.3.1.3 Tanggapan Responden Terhadap Reliability (Keandalan) ........ 68
4.3.1.4 Tanggapan Responden Terhadap Responsivenes (Cepat
Tanggap) ............................................................................................... 70
4.3.1.5 Tanggapan Responden Terhadap Assurance (Jaminan) ........... 72
4.3.1.6 Rekapitulasi Skor Tanggapan Responden Mengenai Variabel
Kualitas Pelayanan ................................................................................ 74
4.3.2 Tanggapan Responden Mengenai Variabel Kepusan Konsumen 77
4.3.2.1 Tanggapan Responden Terhadap Performance (Kinerja)......... 77
4.3.2.2 Tanggapan Responden Terhadap Features (Perlengkapan) ..... 78
4.3.2.3 Tanggapan Responden Terhadap Conformance to Specifications
(Kesesuaian dengan Spesifikasi) ........................................................... 79
4.3.2.4 Tanggapan Responden Terhadap Durability (Daya Tahan) ..... 81
iii
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
4.3.2.5 Tanggapan Responden Terhadap Serviceability (Kemampuan
Melayani) .............................................................................................. 82
4.3.2.6 Tanggapan Responden Terhadap Estetika ................................ 83
4.3.2.7 Tanggapan Responden Terhadap Perceived Quality (Kualitas
yang Dirasakan) .................................................................................... 84
4.3.2.8 Rekapitulasi Skor Tanggapan Responden Mengenai Variabel
Kepuasan Konsumen ............................................................................. 86
4.4 Hasil Pengujian Verifikatif ............................................................. 88
4.4.1 Uji Asumsi Klasik ........................................................................ 88
4.4.1.1 Uji Normalitas ........................................................................... 89
4.4.1.2 Uji Linearitas ............................................................................. 90
4.5 Regresi Linear Sederhana ............................................................... 90
4.5.1 Koefisien Korelasi ........................................................................ 90
4.5.2 Analisis Regresi Linear Sederhana .............................................. 91
4.5.3 Koefisien Determinasi .................................................................. 92
4.6 Pengujian Hipotesis ......................................................................... 92
4.6.1 Uji Signifikasi Secara Simultan (Uji F) ....................................... 92
4.7 Implikasi Hasil Temuan Penelitian ................................................. 93
4.7.1 Implikasi Hasil Temuan Bersifat Teoritis .................................... 93
4.7.2 Implikasi Hasil Temuan Bersifat Empiris .................................... 94
BAB V KESIMPULAN DAN SARAN
5.1 Kesimpulan ..................................................................................... 96
5.2 Saran ................................................................................................ 96
DAFTAR PUSTAKA
LAMPIRAN
iv
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
DAFTAR TABEL
No.
Judul Tabel
Hal.
Tabel 1.1 Kunjungan Wisatawan Mancanegara ke Indonesia Tahun
2010-2015 ............................................................................................... 1
Tabel 1.2 Jumlah Restoran di Jawa Barat Tahun 2012-2014.................. 2
Tabel 1.3 Tingkat Jumlah Penjualan Pada Restoran Mergosari Ciamis
Dari Tahun 2012-2015 ............................................................................ 3
Tabel 2.1 Penelitian Terdahulu ............................................................. 24
Tabel 3.1 Operasional Variabel............................................................. 32
Tabel 3.2 Jenis dan Sumber Data .......................................................... 36
Tabel 3.3 Hasil Uji Validitas Kuesioner Kualitas Pelayanan ............... 42
Tabel 3.4 Hasil Uji Validitas Kuesioner Kepuasan Konsumen ............ 44
Tabel 3.5 Uji Reliabilitas Kuesioner Kualitas Pelayanan ..................... 46
Tabel 3.6 Uji Reliabilitas Kuesioner Kepuasan Konsumen .................. 46
Tabel 3.7 Skor Alternatif Jawaban Pernyataan Positif Dan Negatif ..... 48
Tabel 3.8 Kriteria Penafsiran Perhitungan Responden ......................... 48
Tabel 3.9 Pedoman Koefisien Korelasi Guilford .................................. 51
Tabel 4.1 Karakteristik Responden Berdasarkan Jenis Kelamin .......... 55
Tabel 4.2 Karakteristik Responden Berdasarkan Usia.......................... 56
Tabel 4.3 Karakteristik Responden Berdasarkan Pendidikan Terakhir 57
Tabel 4.4 Karakteristik Responden Berdasarkan Pekerjaan ................. 59
Tabel 4.5 Karakteristik Responden Berdasarkan Penghasilan .............. 60
Tabel 4.6 Karakteristik Responden Berdasarkan Frekuensi Berkunjung
ke Restoran Mergosari Ciamis .............................................................. 61
Tabel 4.7 Tanggapan Responden Terhadap Tangibles (Bukti Fisik) .... 63
Tabel 4.8 Tanggapan Responden Terhadap Emphaty (Kemudahan) .... 66
Tabel 4.9 Tanggapan Responden Terhadap Reliability (Keandalan).... 68
v
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
Tabel 4.10 Tanggapan Responden Terhadap Responsivenes (Cepat
Tanggap) ............................................................................................... 71
Tabel 4.11 Tanggapan Responden Terhadap Assurance (Jaminan) ..... 72
Tabel 4.12 Rekapitulasi Skor Tanggapan Responden Mengenai
Variabel Kualitas Pelayanan ................................................................. 74
Tabel 4.13 Tanggapan Responden Terhadap Performance (Kinerja) .. 77
Tabel 4.14 Tanggapan Responden Terhadap Features (Perlengkapan)78
Tabel 4.15 Tanggapan Responden Terhadap Conformance to
Specification (Kesesuaian dengan Spesifikasi) ..................................... 80
Tabel 4.16 Tanggapan Responden Terhadap Durability (Daya Tahan)81
Tabel 4.17 Tanggapan Responden Terhadap Serviceability
(Kemampuan Melayani)........................................................................ 82
Tabel 4.18 Tanggapan Responden Terhadap Estetika .......................... 83
Tabel 4.19 Tanggapan Responden Terhadap Perceived Quality
(Kualitas yang Dirasakan) ..................................................................... 85
Tabel 4.20 Rekapitulasi Skor Tanggapan Responden Mengenai
Variabel Kepuasan Konsumen .............................................................. 86
Tabel 4.21 Hasil Pengujian Asumsi Normalitas One-Sampel
Kolmogorov-Smirnov Test .................................................................... 89
Tabel 4.22 Anova Table ........................................................................ 90
Tabel 4.23 Korelasi Antara Kualitas Pelayanan Terhadap Kepuasan
Konsumen Model Summary ................................................................. 91
Tabel 4.24 Nilai Koefisien Beta Kualitas Pelayanan Terhadap Kepuasan
Konsumen ............................................................................................. 91
Tabel 4.25 Hasil Output Uji ANOVA .................................................. 93
vi
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
DAFTAR GAMBAR
No.
Judul Gambar
Hal.
Gambar 1.1 Market Share Restoran Sunda Di Ciamis ........................... 4
Gambar 1.2 Tanggapan Konsumen Pada Restoran Mergosari Ciamis .. 4
Gambar 2.1 Bauran Pemasaran (Marketing Mix) ................................. 13
Gambar 2.2 Konsep Kepuasan Pelanggan ............................................ 23
Gambar 2.3 Kerangka Pemikiran Pengaruh Kualitas Pelayanan
Terhadap Kepuasan Konsumen di Restoran Mergosari Ciamis ........... 29
Gambar 2.3 Paradigma Penelitian ......................................................... 30
Gambar 4.1 Logo Restoran Mergosari .................................................. 52
Gambar 4.2 Struktur Organisasi Restoran Mergosari Ciamis ............... 53
Gambar 4.3 Diagram Karakteristik Berdasarkan Jenis Kelamin .......... 55
Gambar 4.4 Diagram Karakteristik Berdasarkan Usia .......................... 56
Gambar 4.5 Diagram Karakteristik Berdasarkan Pendidikan Terakhir 58
Gambar 4.6 Diagram Karakteristik Berdasarkan Pekerjaan ................. 59
Gambar 4.7 Diagram Karakteristik Berdasarkan Penghasilan .............. 61
Gambar 4.8 Diagram Karakteristik Berdasarkan Frekuensi Berkunjung
ke Restoran Mergosari Ciamis .............................................................. 62
Gambar 4.9 Kualitas Pelayanan di Restoran Mergosari Ciamis dalam
Garis Kontinum ..................................................................................... 76
Gambar 4.10 Kepuasan Konsumen di Restoran Mergosari Ciamis
dalam Garis Kontinum .......................................................................... 88
vii
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
KATA PENGANTAR ............................................................................ i
DAFTAR ISI .........................................................................................iii
DAFTAR TABEL ..............................................................................viii
DAFTAR GAMBAR .......................................................................... vix
BAB I PENDAHULUAN
1.1 Latar Belakang Masalah .................................................................... 1
1.2 Identifikasi dan Perumusan Masalah ................................................ 6
1.3 Tujuan dan Kegunaan Penelitian ...................................................... 6
1.3.1 Tujuan Teoritis ............................................................................... 6
1.3.2 Tujuan Praktis ................................................................................ 6
BAB II TINJAUAN TEORITIS
2.1 Kajian Pustaka................................................................................... 7
2.1.1 Pariwisata ....................................................................................... 7
2.1.2 Gastronomi ..................................................................................... 7
2.1.3 Restoran ......................................................................................... 8
2.1.3.1 Pengertian Restoran .................................................................... 8
2.1.3.2 Tipe Restoran .............................................................................. 8
2.1.4 Konsep Pemasaran Jasa ............................................................... 12
2.1.4.1 Pengertian Pemasaran Jasa ........................................................ 12
2.1.4.2 Bauran Pemasaran ..................................................................... 12
2.1.4.3 Karakteristik Pemasaran Jasa .................................................... 14
2.1.5 Konsep Kualitas Pelayanan .......................................................... 15
2.1.5.1 Pengertian Kualitas Pelayanan .................................................. 15
2.1.5.2 Dimensi Kualitas Pelayanan ..................................................... 15
2.1.5.3 Prinsip Kualitas Pelayanan ........................................................ 17
2.1.5.4 Biaya Kualitas Pelayanan .......................................................... 18
i
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
2.1.5.5 Faktor Buruknya Kualitas Pelayanan ........................................ 19
2.1.6 Konsep Kepuasan Konsumen ...................................................... 20
2.1.6.1 Pengertian Kepuasan Konsumen .............................................. 20
2.1.6.2 Dimensi Kepuasan Konsumen .................................................. 21
2.1.6.3 Indikator Kepuasan Konsumen ................................................. 22
2.1.6.4 Konseptual Kepuasan Konsumen ............................................. 23
2.2 Hubungan Antara Variabel Kualitas Pelayanan dengan Kepuasan
Konsumen ............................................................................................. 23
2.3 Penelitian Terdahulu ....................................................................... 24
2.4 Kerangka Pemikiran ........................................................................ 27
2.5 Hipotesis.......................................................................................... 29
BAB III OBJEK DAN METODOLOGI PENELITIAN
3.1 Objek Penelitian .............................................................................. 31
3.2 Metode Penelitian............................................................................ 31
3.2.1 Jenis dan Metode Penelitian ......................................................... 31
3.2.2 Operasional Variabel Penelitian ................................................... 32
3.2.3 Jenis dan Sumber Data ................................................................. 36
3.2.4 Populasi dan Sampel .................................................................... 37
3.2.4.1 Populasi ..................................................................................... 37
3.2.4.2 Sampel ....................................................................................... 37
3.2.4.3 Teknik Penarikan Sampel ......................................................... 39
3.2.5 Teknik Pengumpulan Data ........................................................... 40
3.2.6 Hasil Pengujian Validasi dan Reliabilitas .................................... 41
3.2.6.1 Hasil Pengujian Validasi ........................................................... 41
3.2.6.2 Hasil Pengujian Reliabilitas ...................................................... 45
3.2.7 Rancangan Analisis Data dan Pengujian Hipotesis ..................... 47
3.2.7.1 Rancangan Analisis Deskriptif .................................................. 48
3.2.7.2 Rancangan Analisis Verifikatif ................................................. 49
3.2.7.3 Pengujian Hipotesis................................................................... 52
ii
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
BAB IV HASIL PENELITIAN DAN PEMBAHASAN
4.1 Hasil Penelitian ............................................................................... 53
4.1.1 Gambaran Umum Objek Penelitian ............................................. 53
4.1.2 Identitas Restoran Mergosari Ciamis ........................................... 53
4.1.3 Struktur Organisasi ...................................................................... 54
4.2 Karakteristik dan Pengalaman Responden ...................................... 54
4.2.1 Karakteristik Responden .............................................................. 54
4.2.1.1 Karakteristik Responden Berdasarkan Jenis Kelamin .............. 55
4.2.1.2 Karakteristik Responden Berdasarkan Usia .............................. 56
4.2.1.3 Karakteristik Responden Berdasarkan Pendidikan ................... 57
4.2.1.4 Karakteristik Responden Berdasarkan Pekerjaan ..................... 59
4.2.1.5 Karakteristik Responden Berdasarkan Penghasilan .................. 60
4.2.1.6 Karakteristik Responden Berdasarkan Frekuensi Berkunjung . 61
4.3 Hasil Pengujian Deskriptif .............................................................. 62
4.3.1 Tanggapan Responden Mengenai Variabel Kualitas Pelayanan .. 62
4.3.1.1 Tanggapan Responden Terhadap Tangible (Bukti Fisik) ......... 63
4.3.1.2 Tanggapan Responden Terhadap Emphaty (Kemudahan) ........ 65
4.3.1.3 Tanggapan Responden Terhadap Reliability (Keandalan) ........ 68
4.3.1.4 Tanggapan Responden Terhadap Responsivenes (Cepat
Tanggap) ............................................................................................... 70
4.3.1.5 Tanggapan Responden Terhadap Assurance (Jaminan) ........... 72
4.3.1.6 Rekapitulasi Skor Tanggapan Responden Mengenai Variabel
Kualitas Pelayanan ................................................................................ 74
4.3.2 Tanggapan Responden Mengenai Variabel Kepusan Konsumen 77
4.3.2.1 Tanggapan Responden Terhadap Performance (Kinerja)......... 77
4.3.2.2 Tanggapan Responden Terhadap Features (Perlengkapan) ..... 78
4.3.2.3 Tanggapan Responden Terhadap Conformance to Specifications
(Kesesuaian dengan Spesifikasi) ........................................................... 79
4.3.2.4 Tanggapan Responden Terhadap Durability (Daya Tahan) ..... 81
iii
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
4.3.2.5 Tanggapan Responden Terhadap Serviceability (Kemampuan
Melayani) .............................................................................................. 82
4.3.2.6 Tanggapan Responden Terhadap Estetika ................................ 83
4.3.2.7 Tanggapan Responden Terhadap Perceived Quality (Kualitas
yang Dirasakan) .................................................................................... 84
4.3.2.8 Rekapitulasi Skor Tanggapan Responden Mengenai Variabel
Kepuasan Konsumen ............................................................................. 86
4.4 Hasil Pengujian Verifikatif ............................................................. 88
4.4.1 Uji Asumsi Klasik ........................................................................ 88
4.4.1.1 Uji Normalitas ........................................................................... 89
4.4.1.2 Uji Linearitas ............................................................................. 90
4.5 Regresi Linear Sederhana ............................................................... 90
4.5.1 Koefisien Korelasi ........................................................................ 90
4.5.2 Analisis Regresi Linear Sederhana .............................................. 91
4.5.3 Koefisien Determinasi .................................................................. 92
4.6 Pengujian Hipotesis ......................................................................... 92
4.6.1 Uji Signifikasi Secara Simultan (Uji F) ....................................... 92
4.7 Implikasi Hasil Temuan Penelitian ................................................. 93
4.7.1 Implikasi Hasil Temuan Bersifat Teoritis .................................... 93
4.7.2 Implikasi Hasil Temuan Bersifat Empiris .................................... 94
BAB V KESIMPULAN DAN SARAN
5.1 Kesimpulan ..................................................................................... 96
5.2 Saran ................................................................................................ 96
DAFTAR PUSTAKA
LAMPIRAN
iv
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
DAFTAR TABEL
No.
Judul Tabel
Hal.
Tabel 1.1 Kunjungan Wisatawan Mancanegara ke Indonesia Tahun
2010-2015 ............................................................................................... 1
Tabel 1.2 Jumlah Restoran di Jawa Barat Tahun 2012-2014.................. 2
Tabel 1.3 Tingkat Jumlah Penjualan Pada Restoran Mergosari Ciamis
Dari Tahun 2012-2015 ............................................................................ 3
Tabel 2.1 Penelitian Terdahulu ............................................................. 24
Tabel 3.1 Operasional Variabel............................................................. 32
Tabel 3.2 Jenis dan Sumber Data .......................................................... 36
Tabel 3.3 Hasil Uji Validitas Kuesioner Kualitas Pelayanan ............... 42
Tabel 3.4 Hasil Uji Validitas Kuesioner Kepuasan Konsumen ............ 44
Tabel 3.5 Uji Reliabilitas Kuesioner Kualitas Pelayanan ..................... 46
Tabel 3.6 Uji Reliabilitas Kuesioner Kepuasan Konsumen .................. 46
Tabel 3.7 Skor Alternatif Jawaban Pernyataan Positif Dan Negatif ..... 48
Tabel 3.8 Kriteria Penafsiran Perhitungan Responden ......................... 48
Tabel 3.9 Pedoman Koefisien Korelasi Guilford .................................. 51
Tabel 4.1 Karakteristik Responden Berdasarkan Jenis Kelamin .......... 55
Tabel 4.2 Karakteristik Responden Berdasarkan Usia.......................... 56
Tabel 4.3 Karakteristik Responden Berdasarkan Pendidikan Terakhir 57
Tabel 4.4 Karakteristik Responden Berdasarkan Pekerjaan ................. 59
Tabel 4.5 Karakteristik Responden Berdasarkan Penghasilan .............. 60
Tabel 4.6 Karakteristik Responden Berdasarkan Frekuensi Berkunjung
ke Restoran Mergosari Ciamis .............................................................. 61
Tabel 4.7 Tanggapan Responden Terhadap Tangibles (Bukti Fisik) .... 63
Tabel 4.8 Tanggapan Responden Terhadap Emphaty (Kemudahan) .... 66
Tabel 4.9 Tanggapan Responden Terhadap Reliability (Keandalan).... 68
v
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
Tabel 4.10 Tanggapan Responden Terhadap Responsivenes (Cepat
Tanggap) ............................................................................................... 71
Tabel 4.11 Tanggapan Responden Terhadap Assurance (Jaminan) ..... 72
Tabel 4.12 Rekapitulasi Skor Tanggapan Responden Mengenai
Variabel Kualitas Pelayanan ................................................................. 74
Tabel 4.13 Tanggapan Responden Terhadap Performance (Kinerja) .. 77
Tabel 4.14 Tanggapan Responden Terhadap Features (Perlengkapan)78
Tabel 4.15 Tanggapan Responden Terhadap Conformance to
Specification (Kesesuaian dengan Spesifikasi) ..................................... 80
Tabel 4.16 Tanggapan Responden Terhadap Durability (Daya Tahan)81
Tabel 4.17 Tanggapan Responden Terhadap Serviceability
(Kemampuan Melayani)........................................................................ 82
Tabel 4.18 Tanggapan Responden Terhadap Estetika .......................... 83
Tabel 4.19 Tanggapan Responden Terhadap Perceived Quality
(Kualitas yang Dirasakan) ..................................................................... 85
Tabel 4.20 Rekapitulasi Skor Tanggapan Responden Mengenai
Variabel Kepuasan Konsumen .............................................................. 86
Tabel 4.21 Hasil Pengujian Asumsi Normalitas One-Sampel
Kolmogorov-Smirnov Test .................................................................... 89
Tabel 4.22 Anova Table ........................................................................ 90
Tabel 4.23 Korelasi Antara Kualitas Pelayanan Terhadap Kepuasan
Konsumen Model Summary ................................................................. 91
Tabel 4.24 Nilai Koefisien Beta Kualitas Pelayanan Terhadap Kepuasan
Konsumen ............................................................................................. 91
Tabel 4.25 Hasil Output Uji ANOVA .................................................. 93
vi
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu
DAFTAR GAMBAR
No.
Judul Gambar
Hal.
Gambar 1.1 Market Share Restoran Sunda Di Ciamis ........................... 4
Gambar 1.2 Tanggapan Konsumen Pada Restoran Mergosari Ciamis .. 4
Gambar 2.1 Bauran Pemasaran (Marketing Mix) ................................. 13
Gambar 2.2 Konsep Kepuasan Pelanggan ............................................ 23
Gambar 2.3 Kerangka Pemikiran Pengaruh Kualitas Pelayanan
Terhadap Kepuasan Konsumen di Restoran Mergosari Ciamis ........... 29
Gambar 2.3 Paradigma Penelitian ......................................................... 30
Gambar 4.1 Logo Restoran Mergosari .................................................. 52
Gambar 4.2 Struktur Organisasi Restoran Mergosari Ciamis ............... 53
Gambar 4.3 Diagram Karakteristik Berdasarkan Jenis Kelamin .......... 55
Gambar 4.4 Diagram Karakteristik Berdasarkan Usia .......................... 56
Gambar 4.5 Diagram Karakteristik Berdasarkan Pendidikan Terakhir 58
Gambar 4.6 Diagram Karakteristik Berdasarkan Pekerjaan ................. 59
Gambar 4.7 Diagram Karakteristik Berdasarkan Penghasilan .............. 61
Gambar 4.8 Diagram Karakteristik Berdasarkan Frekuensi Berkunjung
ke Restoran Mergosari Ciamis .............................................................. 62
Gambar 4.9 Kualitas Pelayanan di Restoran Mergosari Ciamis dalam
Garis Kontinum ..................................................................................... 76
Gambar 4.10 Kepuasan Konsumen di Restoran Mergosari Ciamis
dalam Garis Kontinum .......................................................................... 88
vii
Regina Lorenza Audria, 2016
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI RESTORAN MERGOSARI
CIAMIS
Universitas Pendidikan Indonesia| repository.upi.edu | perpustakaan.upi.edu