ANALISIS KEPUASAN KONSUMEN RESTORAN CEPAT SAJI MENGGUNAKAN METODE PARTIAL LEAST SQUARE (Studi Kasus: Burger King Bali)

  • MADE SANJIWANI Faculty of Mathematics and Natural Sciences, Udayana University
  • KETUT JAYANEGARA Faculty of Mathematics and Natural Sciences, Udayana University
  • I PUTU EKA N. KENCANA Faculty of Mathematics and Natural Sciences, Udayana University

Abstract

The were two aims of this research. First is to get model of the relation between the latent variable quality of service and product quality to customer satisfaction. The second was to determine the influence of service quality on customer satisfaction and the influence of product quality on consumer satisfaction at Burger King Bali. This research implemented Partial Least Square method with 3 second order variables is the service quality, product quality, and customer satisfaction. In this research also used 5 first order variables to explain the variable service quality are tangibles, empathy, reliability, responsiveness, assurance and 6 first order variables to explain the variable quality product are performance, reliability, feature, durability, conformance, and design. Samples used in this research is 100. The results of this research indentify that the service quality and product quality affect customer satisfaction at Burger King.

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Author Biographies

MADE SANJIWANI, Faculty of Mathematics and Natural Sciences, Udayana University
Mathematics Department, Faculty of Mathematics and Natural Sciences, Udayana University
KETUT JAYANEGARA, Faculty of Mathematics and Natural Sciences, Udayana University
Mathematics Department, Faculty of Mathematics and Natural Sciences, Udayana University
I PUTU EKA N. KENCANA, Faculty of Mathematics and Natural Sciences, Udayana University
Mathematics Department, Faculty of Mathematics and Natural Sciences, Udayana University
Published
2015-08-30
How to Cite
SANJIWANI, MADE; JAYANEGARA, KETUT; KENCANA, I PUTU EKA N.. ANALISIS KEPUASAN KONSUMEN RESTORAN CEPAT SAJI MENGGUNAKAN METODE PARTIAL LEAST SQUARE (Studi Kasus: Burger King Bali). E-Jurnal Matematika, [S.l.], v. 4, n. 3, p. 98 - 103, aug. 2015. ISSN 2303-1751. Available at: <https://ojs.unud.ac.id/index.php/mtk/article/view/15101>. Date accessed: 22 nov. 2024. doi: https://doi.org/10.24843/MTK.2015.v04.i03.p095.
Section
Articles

Keywords

Customer Satisfaction; Partial Least Square (PLS); Products Quality; Quality of Service

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