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PENGARUH KARAKTERISTIK SUMBER INFORMASI WORD OF MOUTH (WOM) TERHADAP PERCEIVED RISK, SIKAP KONSUMEN DAN KEPUTUSAN PEMBELIAN (STUDI PADA PASIEN YANG MENGGUNAKAN JASA DOKTER PRAKTEK dr. GINO TANN HAEMATOLOGIST & ONCOLOGIST) Hosianna Ayu Hidayati; Suharyono Suharyono; Kadarisman Hidayat
Jurnal Niaga & Bisnis (e-journal) 2015: VOL 1 NO 3 AGUSTUS 2015
Publisher : Universitas Sumatera Utara

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ABSTRACT The aims of this study were knowing and explaining WOM Information Resouce Characteristics Impact toward Perceived Risk, Customer’s Attitudes, and Purchasing Decisions. Kind of study in use was Explanatory Research. This study was implemented to Patients using practice physician service of dr. Gino Tann Haematologist & Oncologist who ever received other recommendation from another person to become a doctor’s patient with amount of sampel was 102 respondents. Data Collecting Method was done by using questionnaire. The data have been obtained will be analyzed using descriptive and using path analysis technic along with hypothesis examination to examine significant effect on determined variables. The hypothesis in this study are as follows: WOM Information Resources Characteristics significant effect on Perceived Risk, WOM Information Resources Characteristics significant effect on Consumer’s Attitudes, WOM Information Resources Characteristics significantly influence the Purchasing Decision, Perceived Risk significant effect on Consumer’s Attitudes, Perceived Risk influential significantly to the Purchasing Decision, and Consumer’s Attitudes significantly influence the Purchasing Decision. The study results showed overall relationships with significant effets which answering all of the hypothesis, however there were 3 ( three ) relationships that have 3 negative effects, i.e : Information Resource Characteristics has negative effect toward Perceived Risk, Perceived Risk has negative Efffect toward Customer’s Attitudes, Perceived Risk has negative effect toward Purchasing decision. Keywords: WOM Information Resource Characteristic, Perceived Risk, Customer’s Attitudes, Purchasing Decisions. ABSTRAK Tujuan dari penelitian ini adalah untuk mengetahui dan menjelaskan pengaruh Karakteristik Sumber Informasi WOM terhadap Perceived Risk, Sikap Konsumen dan Keputusan Pembelian.Jenis penelitian yang digunakan merupakan explanatory research. Penelitian ini dilakukan pada pasien pengguna jasa praktek dr. Gino Tann Haematologist & Oncologist yang pernah menerima rekomendasi dari orang lain untuk menjadi pasien dokter dengan sampel sebanyak 102 responden. Metode pengumpulan data dilakukan dengan menggunakan kuesioner.Data yang telah diperoleh kemudian dianalisis dengan deskriptif dan menggunakan teknik analisis jalur (path analysis) disertai dengan pengujian hipotesis untuk menguji pengaruh signifikan terhadap variabel yang telah ditentukan.Adapun hipotesis dalam penelitian ini yaitu sebagai berikut : Karakteristik Sumber Informasi WOM berpengaruh signifikan terhadap Perceived Risk, Karakteristik Sumber Informasi WOM berpengaruh signifikan terhadap Sikap Konsumen, Karakteristik Sumber Informasi WOM berpengaruh signifikan terhadap Keputusan Pembelian, Perceived Risk berpengaruh signifikan terhadap Sikap Konsumen, Perceived Risk berpengaruh signifikan terhadap Keputusan Pembelian, dan Sikap Konsumen berpengaruh signifikan terhadap Keputusan Pembelian Hasil penelitian menunjukkan keseluruhan hubungan memiliki pengaruh signifikan yakni menjawab seluruh hipotesis, namun terdapat tiga variabel yang memiliki pengaruh negatif yaitu: Karakteristik Sumber Informasi memiliki pengaruh negatif terhadap Perceived Risk, Perceived Risk memiliki pengaruh negatif terhadap Sikap Konsumen, Perceived Risk memiliki pengaruh negatif terhadap Keputusan Pembelian. Kata Kunci : Karakteristik Sumber Informasi WOM, Perceived Risk, Sikap Konsumen dan Keputusan

STRATEGI KEUNGGULAN BERSAING PADA KACANG GARING MARTABE DALAM MENGHADAPI PERSAINGAN ANTAR KACANG GARING DI SILANGKITANG – TAPANULI UTARA Marta Lestari Nababan
Jurnal Niaga & Bisnis (e-journal) 2015: VOL 2 NO 1 DESEMBER 2015
Publisher : Universitas Sumatera Utara

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This study aims to assess the strengths and weaknesses (internal) and the opportunities and threats (external) owned by Kacang Garing Martabe, used by author to determine the exact strategy to be applied by Kacang Garing Martabe to face the competition between Kacang Garing in North Tapanuli. From the analysis using the EFE Matrix, Kacang Garing Martabe has value 2.3 which indicates that the reaction of company to the company’s internal factors belong to average. While the internal condition assessed using IFE matrix showed that Kacang Garing Martabe has value 2.9 which indicates that internal’s position of Kacang Garing Martabe belong to strong. The results of the CPM, the indicator’s value of competition are as follows: Kacang Garing Martabe (3.3), Kacang Garing Sihobuk Exon (3.05) and Kacang Garing Sihobuk Ancim (2.65). There are 8 key factors that influence the competition on Kacang Garing Martabe: Price competitiveness, quality of product, innovation of product, business experience, location, operational cost, organizational structure and quality of service. The next stage is matching stage. This stage is performed by using two analytical tools, SWOT Matrix and IE Matrix. From the results of SWOT analysis are found that Kacang Garing Martabe is in quadrant I, it means that the companies are located in the first quadrant is a company that supports the aggressive strategy. And according to IE Matrix, position of Kacang Garing Martabe is in quadrant V (five) called keep and maintain strategy. The last stage is decision stage. By using QSPM the two alternative strategies are given weights and ratings based on a strategic key factors in the company. From a qualitative analysis using QSPM found that market penetration strategy has a total value of 6.65 while the appeal of the product development strategy has a total value of appeal at 6,25. Competitive strategy recommended to Kacang Garing Martabe is market penetration strategy.

STRATEGI PENGEMBANGAN USAHA KULINER KHAS KOTA MEDAN (Studi Pada Bika Ambon Zulaikha Jalan Mojopahit) Monica Beatrice Anggreini Hutabarat
Jurnal Niaga & Bisnis (e-journal) 2015: VOL 2 NO 1 DESEMBER 2015
Publisher : Universitas Sumatera Utara

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ABTRACT This study aims to determine how the business strategy in developing businesses in Stores Zulaikha Bika Ambon. Forms of research used in this study was a descriptive study with a qualitative approach, in which data collection techniques based on interviews, documentation, and literature. The data analysis technique used is descriptive data analysis is to describe and interpret the data that has been obtained from the field and interviews with informants who have been determined in advance. Data were obtained from interviews and documentation collected, compiled and analyzed in order to discover how business strategies in developing businesses in Stores Bika Ambon Zulaikha and input as the solution of decision making in the issues discussed. The results of this study indicate that the business strategy adopted by Bika Ambon shop Zulaikha still using traditional strategies in implementing marketing strategies and customer satisfaction strategy in particular. Strategy halal labeling on each product became the mainstay Store Bika Ambon Zulaikha in attracting buyers, in addition to flavor variations for each product more in compare competitors. Besides, Store Bika Ambon Zulaikha in implementing its business strategy, especially marketing strategy is still constrained and experiencing barriers to development through a media campaign and lack of openness in pricing on any product. Meanwhile on customer satisfaction strategy, motivation for employees required to improve the performance and quality of service is more than what has been done Store Bika Ambon Zulaikha today. Keywords : Business Strategy and Business Development, Culinary Typical Medan

STRATEGI BISNIS GAJAH MADA SWALAYAN DALAM MENGEMBANGKAN USAHA Fransika Citra Ayu
Jurnal Niaga & Bisnis (e-journal) 2015: VOL 2 NO 1 DESEMBER 2015
Publisher : Universitas Sumatera Utara

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ABSTRACT Economic growth in the era of globalization is marked by the development of the business in all areas. One of today's growing businesses are Small and Medium Enterprises (SMEs). Small and medium enterprises are often found today are small and medium enterprises engaged in the retail business, the supermarket. This study aims to determine the business strategy undertaken by Gajah Mada Supermarket in Lubukpakam, Deli Serdang. The strategy includes pricing strategies and marketing strategies. The method used in this study is a qualitative method, ie the research methods used to examine the natural objects, where the researcher is the key instrument. Data collection techniques triangulation (combined), data analysis is inductive, and qualitative research results further emphasize the significance of the generalization. The technique will be used to blunt the data source is the data collection techniques in depth interviews, participant observation, and the study of literature. The result showed that the strength of Gajah Mada Supermarket is a good service, product packaging is neat and clean, affordable price, and location of Gajah Mada Supermarket is located, provides a variety of products, supply of goods is always on time. Weakness owned by Gajah Mada Supermarket is insufficient parking space, lack of promotion as well as employees stopped working and recruit new employees. While the opportunities that are owned by Gajah Mada Supermarket is the advancement of technology, public tastes changing, and people's purchasing power. Threats owned by Gajah Mada Supermarket is the emergence of similar competitors and unstable prices of goods, the promotion of self-service competitors, and competitors' promotional prices. Keywords : Gajah Mada Swalayan, Strengths, Weaknesses, Threats, and Opportunity

PENGARUH KUALITAS PELAYANAN DAN LOKASI TERHADAP KEPUTUSAN MENGINAP (Studi pada Hotel Cherry Red Medan) Alfiariny Wigi Utari
Jurnal Niaga & Bisnis (e-journal) 2015: VOL 2 NO 1 DESEMBER 2015
Publisher : Universitas Sumatera Utara

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ABSTRACT The purpose of the study was to determine and analyze the impact of service quality, facilities and location to staying decisions to achieve goals and increase revenue at Cherry Red Hotel Medan. Type of this research is the type of quantitative research which is based on the philosophies of positivism, that used to examine the population or specific samples. The population in this study is the guests who have stayed in the Cherry Red Hotel around August- October 2013 amounted to 450 people . Samples taken in this study is 82 people . Hypothesis testing is performed using multiple linear regression. Analyzing data using statistical data processing software namely SPSS version 16.00. F-test results indicate the quality of service , facilities and location simultaneously positive and significant effect on the staying decisions . T-test results on the quality of service ,facilities and location have a partial influence on the decision of staying at Cherry Red Hotel Medan. The test results of coefficient of determination ( R2 ) of 39.2 % in staying decision factors can be explained by the variable quality of service , facilities and location while the remaining 60.8 % can be explained by other factors not examined.Key words: service quality, location, Decision to stay ABSTRAK Tujuan penelitian adalah untuk mengetahui dan menganalisis pengaruh kualitas pelayanan dan lokasi terhadap keputusan menginap yang berguna untuk mencapai tujuan dan meningkatkan pendapatan pada Hotel Cherry Red Medan. Jenis peneltian ini adalah kuantitatif yaitu jenis penelitian yang dilandaskan kepada filsafat positivisme, digunakan untuk meneliti pada populasi atau sampel tertentu.. Populasi dalam penelitian ini adalah tamu yang menginap pada bulan Agustus-Oktober 2013 berjumlah 450 orang. Sampel yang diambil dalam penelitian ini adalah 82 orang. Pengujian hipotesis dilakukan dengan menggunakan regresi linier berganda. Penganalisisan data menggunakan software pengolahan data statistic yaitu SPSS versi 16.00. Hasil uji-F menunjukkan kualitas pelayanan dan lokasi secara serempak berpengaruh positif dan signifikan terhadap keputusan menginap. Hasil uji-t pada kualitas pelayanan dan lokasi memiliki pengaruh secara parsial terhadap keputusan menginap pada PT. Hotel Cherry Red Medan. Hasil uji koefisien determinasi (R2) di dapat sebesar 84,4% faktor-faktor keputusan menginap dapat dijelaskan oleh variabel kualitas pelayanan dan lokasi sedangkan sisanya 15,6% dapat dijelaskan oleh faktor-faktor lain yang tidak diteliti. Kata Kunci : Kualitas Pelayanan, Lokasi, Keputusan Menginap

STRATEGI PENGEMBANGAN BISNIS PADA USAHA RUMAH MAKAN IKAN BAKAR MASTO JALAN RINGROAD MEDAN M Andy Abdillah
Jurnal Niaga & Bisnis (e-journal) 2015: VOL 2 NO 1 DESEMBER 2015
Publisher : Universitas Sumatera Utara

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ABSTRACT Lately, the development of the restaurant business and culinary hawker center in Medan city grew very rapidly, resulting in a tight competition. To be eligible for this development then, we are required to be able to develop the business, in order to become a successful entrepreneur. For the success of a business, the business manager needs to hold strategies, to define and develop the strategies needed SWOTanalysis. Issues raised in this study is how the business development strategy Eating Grilled Fish Masto, this study aims to determine what strategy will be carried out in an effort to improve business development efforts on Grilled Fish Eating Masto. This type of research is a descriptive study using the qualitative data analysis. Data was collected by: Data collection using the instrument is observation, interview, and study documentation. Technical analysis of the data using Matrix EFAS and IFAS, EFAS + IFAS merging matrix, SWOT quadrant, and a SWOT matrix. The results of this study showed that the SWOT analysis has been able to be used effectively by eating home Masto Medan Ikan Bakar as a business development tool. This can be seen from strategiyang applied firms achieve corporate goals. Keywords: SWOT analysis, internal nd external companies. ABSTRAK Akhir-akhir ini perkembangan usaha rumah makan dan pusat jajanan kuliner di kota Medan tumbuh sangat cepat, sehingga terjadi persaingan usaha yang semakin ketat. Untuk dapat mengikuti perkembangan ini maka, kita dituntut untuk dapat mengembangkan usaha, agar menjadi pengusaha yang sukses. Untuk berhasilnya suatu usaha, maka pengelola bisnis perlu mengadakan strategi, untuk menentukan dan mengembangkan strategi tersebut dibutuhkan analisis SWOT. Permasalahan yang diangkat dalam penelitian ini adalah bagaimana strategi pengembangan usaha Rumah Makan Ikan Bakar Masto, Penelitian ini bertujuan untuk mengetahui strategi apa yang akan dilakukan dalam upaya untuk meningkatkan pengembangan usaha pada usaha Rumah Makan Ikan Bakar Masto. Jenis penelitian adalah penelitian dengan menggunakan metode deskriptif dengan analisa data kualitatif. Teknik pengumpulan data dilakukan dengan: Pengumpulan data dengan menggunakan instrument adalah observasi, wawancara, dan studi dokumentasi. Teknis analisis data menggunakan Matriks EFAS dan IFAS, matriks penggabungan EFAS+IFAS,kuadran SWOT,dan matriks SWOT. Hasil penelitian ini menunjukkan bahwa analisis SWOT telah mampu digunakan secara efektif oleh rumah makan Ikan Bakar Masto Medan sebagai alat pengembangan usaha. Hal tersebut dapat dilihat dari strategi yang diterapkan perusahaan mampu mencapai tujuan perusahaan. Kata kunci : Analisis SWOT, internal dn eksternal perusahaan.

PENGARUH SERVICE QUALITY(KUALITAS PELAYANAN) TERHADAP WORD OF MOUTH (KOMUNIKASI MULUT KE MULUT) DI SEKTOR PELAYANAN KESEHATAN (Studi Pada Tempat Terapi Kesehatan “HAPPY DREAM”Sutomo Medan) Bunga Angriani Silalahi
Jurnal Niaga & Bisnis (e-journal) 2015: VOL 2 NO 1 DESEMBER 2015
Publisher : Universitas Sumatera Utara

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ABSTRACT Health is the most important thing in human life, because of the importance of the health, causing many producersmof public health service providers appear.One manufacture of health services is PT. Inni Happy Dream. A large branches of PT. Inni Happy Dream in Indonesia show the development, which suspected because the role of worker to give the good services. The service quality are believed to have on an impact on creating the word of mouth activity.The purpose of this research is to test the influences of service quality to increase words of mouth in Medical therapy Happy Dream Sutomo Medan. This quantitative research used questionnaires as a mean to collect data from customer of the therapy place Happy Dream Sutomo.To do this, data were collected by disseminated questionnaires to 40 people who come and do the therapy in Happy Dream Sutomo Medan. From the simple regression test, we found that service quality has a significant effect on word of mouth communication. Empathy from all of teacher and manager in happy dream became to be an important faktor which capable creating the positif of word of mouth. Attention which given from the teacher and manager doesn’t regardless of status, limit of age and economic class. The implications of this study for Happy Dream’s therapy participant can be maintained as longas service quality increase to word of mouth.Key words : service quality and words of mouth ABSTRAK Kesehatan adalah hal terpenting dalam kehidupan manusia, karena begitu pentingnya kesehatan, menyebabkan banyak bermunculan produsen penyedia jasa-jasa pelayanan kesehatan masyarakat.Salah satu produsen penyedia jasa pelayanan kesehatan yaitu PT. Inni Happy Dream. Banyaknya jumlah cabang yang dimiliki PT Inni Happy Dream di Indonesia menunjukkan perkembangan, yang diduga karena adanya peran karyawan dalam memberikan pelayanan yang baik. Service Quality atau kualitas pelayanan berpengaruh terhadap aktifitas word of mouth. Penelitian ini ditujukan untuk menguji bagaimana pengaruh service quality (kualitas pelayanan) terhadap aktifitas word of mouth (komunikasi mulut ke mulut) di tempat terapi Happy Dream Sutomo Medan. Penelitian ini adalah penelitian kuantitatif yang menggunakan kuesioner untuk mengukur penilaian konsumen terhadap tempat terapi HAPPY DREAM Sutomo.Data dikumpulkan melalui penyebaran kueisoner kepada 40 peserta terapi di Happy Dream Sutomo Medan. Setelah dilakukan uji regresi sederhana, diketahui bahwa service quality (kualitas pelayanan) memiliki pengaruh signifikan terhadap aktifitas word of mouth (komunikasi mulut ke mulut). Sikap empati dari seluruh guru dan manajer happy dream menjadi faktor penting yang mampu menciptakan word of mouth positif. Dimana perhatian - perhatian yang diberikan tanpa memandang status, batas usia, dan kelas ekonomi. Implikasi penelitian terhadap Happy Dream adalah peserta terapi di Happy Dream dapat dipertahankan selama service quality (kualitas pelayanan) dapat ditingkatkan. Kata Kunci : service quality dan word of mouth

ANALISIS MANAJEMEN RISIKO (Studi Kasus pada PT. TELKOM, KANDATEL BINJAI) Dhesi Elfriyanti Ginting
Jurnal Niaga & Bisnis (e-journal) 2015: VOL 2 NO 1 DESEMBER 2015
Publisher : Universitas Sumatera Utara

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ABSTRACT PT.TELKOM, Kandatel Binjai has no division of risk management, risk management focused on TELKOM Regional office in Medan. Though risk management is necessary to address quickly and accurately the risks that occur in Binjai. To the researchers interested in conducting research with the title "Analysis of risk management (case study on PT.TELKOM, Kandatel Binjai)". According Australaian Risk Management Standard (4360: 2004), a risk management is culture, processes and structures that are directed to realize the potential opportunities while managing the adverse impacts. The purpose of the analysis of risk management is to distinguish the minor risk that may be accepted and the major risks which can not be received. Besides providing data to assist the evaluation and management of risk. Risk is analysed by considering the consequences estimation and calculation of the control program that has been executed. The method used in analyzing risk is risk rating scheme . This scheme is determined ways and quantitative description of the criteria applied to the term " large , medium and low " . Input to develop this scheme comes from those who are experienced in the organization or project and have expertise in that field . Thus obtained the proper description for the value of the possibilities and the impact that will be used . This information collection method can be done by using expert judgment , either through methods such as Delphi Teqnique well structured interview form or other form of Focus Group Discussion. TELKOM Binjai Kandatel’s highest risk is risk of customer satisfaction demanding that the company pay more attention to the quality of network services with better again . Second , operational risk came second because the cables made from copper in value no longer able to follow the demand of fast internet. Third, the risk of human resources was ranked last because employees have the skills and work experience are sufficient. Key words : analysist risk management, operastional risk and TELKOM Kandatel Binjai ABSTRAK PT.TELKOM, Kandatel Binjai tidak memiliki divisi manajemen risiko, pengelolaan manajemen risiko dipusatkan pada kantor Wilayah TELKOM di Medan. Padahal manajemen risiko ini diperlukan untuk mengatasi secara cepat dan tepat risiko yang terjadi di Binjai. Untuk itu peneliti tertarik mengadakan penelitian dengan judul “Analisis manajemen risiko (studi kasus pada PT.TELKOM, Kandatel Binjai)” Menurut Australaian Risk Management Standart (4360:2004), manajemen risiko merupakan kultur, proses dan struktur yang diarahkan untuk merealisasikan peluang potensial sekaligus mengelola dampak yang merugikan. Tujuan dari analisis manajemen risiko adalah untuk membedakan risiko minor yang dapat diterima dan risiko mayor yang tidak dapat di terima. Selain itu menyediakan data untuk membantu evaluasi serta penanganan risiko. Risiko dianlisis dengan mempertimbangkan estimasi konsekuensi dan perhitungan terhadap program pengendalian yang selama ini sudah dijalankan. Metode yang digunakan dalam menganalisis risiko adalah skema pemeringkatan risiko. Skema ini ditentukan cara gambaran kuantitatif dan kualifikasi yang digunakan untuk istilah “besar, sedang dan rendah”. Input untuk mengembangkan skema ini berasal dari mereka yang berpengalaman dalam organisasi atau proyek dan mempunyai keahlian dalam bidang tersebut. Dengan demikian di peroleh uraian yang tepat untuk nilai kemungkinan serta dampak yang akan digunakan. Metode pengumpulan informasi ini dapat dilakukan dengan teknik expert judgement, baik melalui metode terstruktur seperti Delphi Teqnique maupun bentuk wawancara atau bentuk Focus Group Discussion lainya. Risiko tertinggi di TELKOM, Kandatel Binjai yaitu risiko kepuasan pelanggan di TELKOM Kandatel Binjai menuntut perusahaan agar lebih memperhatikan kualitas layanan jaringan dengan lebih baik lagi. Kedua, risiko operasional menduduki posisi kedua karena kabel berbahan tembaga di nilai tidak mampu lagi mengikuti kebutuhan masyarakat akan internet cepat. Ketiga, risiko sumber daya manusia berada pada urutan terakhir karena karyawan memiliki keahlian dan pengalaman kerja yang cukup. Kata kunci : analisis manajemen risiko, risiko operasional dan TELKOM Kandatel Binjai

PENGRUH HARGA DAN KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN Aldino Gusmuhar Nasution
Jurnal Niaga & Bisnis (e-journal) 2015: VOL 2 NO 1 DESEMBER 2015
Publisher : Universitas Sumatera Utara

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ABSTRACT Business competition in the field of traditional culinary is getting tighter so the company should be able to maintain its presence in the market by way of satisfying their customers and for companies those are not ready to compete will disappear from the market. One of the business strategy that can be applied by the company is maintaining the customer loyalty they own by creating reliable products with the best quality and the application of appropriate product prices that are ready to compete in the market. This study aimed to test whether customer loyalty of Warung Sate Mamang Ayeb influenced by the price and quality of the product. The population in this study is the customer of Warung Mamang Ayeb Sate in Jl. Bandung No. 27 Medan. Samples are taken as many as 100 respondents by using probability sampling with random sampling techniques. Data is collected by using questionnaires distributed to customers. The method used is descriptive quantitative data analysis by means of multiple linear regression analysis. The result of the analysis using multiple linear regression can be seen that the following regression equation Y = 5.385 + 0,201X1 + 0,309X2 + ε where X1 and X2 are the price variable is the variable quality of the product. This equation shows that the variable price and quality products towards positive effect on customer loyalty. The results of the t test or partial test indicates that the variable price and product quality effect on customer loyalty, the t value on each variable is a price variable (2,143) and the quality of the product (3.825) where the value of degree t table (1.984) so that the t value variable is greater than t table. Testing f test or simultaneous indicates that the price variable and quality of products on customer loyalty obtained f count of 11.060 with a significance level of 0.000. Keywords: Price, Quality Product, Customer Loyalty ABSTRAK Persaingan bisnis di bidang kuliner tradisional semakin ketat sehingga perusahaan harus mampu mempertahankan eksistensinya di pasaran dengan cara memuaskan pelanggannya dan untuk perusahaan yang tidak siap bersaing akan hilang dari pasar. Salah satu strategi usaha yang dapat diterapkan oleh perusahaan adalah mempertahankan atau menjaga loyalitas pelanggan yang dimiliki dengan cara menciptakan produk yang yang handal dengan kualitas yang terbaik dan penerapan harga produk yang sesuai yang siap bersaing di pasar. Penelitian ini bertujuan untuk menguji apakah loyalitas pelanggan Warung Sate Mamang Ayeb dipengaruhi oleh harga dan kualitas produk. Populasi pada penelitian ini adalah para pelanggan Warung Sate Mamang Ayeb di Jalan Bandung No.27 Medan. Sampel yang diambil sebanyak 100 orang responden dengan menggunakan probability sampling dengan teknik random sampling. Data dikumpulkan dengan menggunakan kuesioner yang dibagikan kepada pelanggan. Metode penelitian yang digunakan adalah analisa data kuantitatif deskriptif dengan alat analisis regresi linier berganda. Hasil analisis menggunakan regresi linier berganda dapat diketahui bahwa diperoleh persamaan regresi sebagai berikut Y = 5,385 + 0,201X1 + 0,309X2 + ε dimana X1 adalah variabel harga dan X2 adalah variabel kualitas produk. Persamaan ini menunjukkan bahwa variabel harga dan kualitas produk berpengaruh ke arah positif terhadap loyalitas pelanggan. Hasil uji t atau uji parsial menunjukkan bahwa variabel harga dan kualitas produk berpengaruh terhadap loyalitas pelanggan, dengan nilai t hitung pada masing – masing variabel adalah variabel harga (2,143) dan kualitas produk (3,825) dimana nilai taraf t tabel sebesar (1,984) sehingga nilai t hitung masing – masing variabel lebih besar dari nilai t tabel. Pengujian secara uji f atau bersama – sama menunjukkan bahwa dari variabel harga dan kualitas produk terhadap loyalitas pelanggan diperoleh f hitung sebesar 11,060 dengan tingkat signifikansi sebesar 0,000. Kata kunci : Harga, Kualitas Produk, Loyalitas Pelanggan

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN KENTUCKY FRIED CHICKEN, MEDAN Dwi Lana Putri
Jurnal Niaga & Bisnis (e-journal) 2015: VOL 2 NO 1 DESEMBER 2015
Publisher : Universitas Sumatera Utara

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ABSTRACT Quality of service is one of the most important factors in creating customer satisfaction. Quality service will definitely be able to meet customer needs in accordance with the expected customer. Kentucky Fried Chicken restaurant is one of the fast food restaurants that have been growing rapidly and has extensive business network, using quick and precise service system to serve the customer to provide maximum value so that customers will feel the satisfaction compared to other places. Formulation of the problem in this study is whether the effect of service quality to costumer satisfaction Kentucky Fried Chicken, Medan and how much influence the quality of service to customer satisfaction Kentucky Fried Chicken, Medan. As for the purpose of this study was to determine the effect of service quality on customer satisfaction and determine how much influence the quality of service to customer satisfaction Kentucky Fried Chicken, Medan. Forms of research used in this research is correlational using a quantitative approach. Method of data collection is done through observation, interviews, questionnaires, literature study and documentation study. Sampling technique used in this research is purposive sampling. The authors took a sample of 100 respondents. Based on hypothesis test obtained a positive value of 0,000. This means that a significant difference between the quality of service to customer satisfaction with the level of influence of 42,6% and the remaining 57,4% is influenced by other factors, so the hypothesis states there is influence between the quality of service to customer satisfaction in the Kentucky Fried Chicken, Medan can be accepted.Key Words : Service Quality, Customer Satisfaction ABSTRAK Kualitas pelayanan adalah salah satu faktor yang terpenting dalam menciptakan kepuasan pelanggan. Pelayanan yang berkualitas pasti akan dapat memenuhi kebutuhan pelanggan sesuai dengan yang diharapkan pelanggan. Restoran Kentucky Fried Chicken merupakan salah satu restoran makanan cepat saji yang sudah berkembang pesat dan memiliki jaringan bisnis yang luas, dengan menggunakan sistem pelayanan cepat dan tepat dalam melayani pelanggan untuk memberikan nilai yang maksimal sehingga pelanggan akan merasakan kepuasan dibandingkan dengan tempat yang lainnya. Perumusan masalah dalam penelitian ini adalah apakah kualitas pelayanan berpengaruh terhadap kepuasan pelanggan Kentucky Fried Chicken, Medan dan seberapa besar pengaruh kualitas pelayanan terhadap kepuasan pelanggan Kentucky Fried Chicken, Medan . Adapun tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan dan mengetahui berapa besar pengaruh kualitas pelayanan terhadap kepuasan pelanggan Kentucky Fried Chicken, Medan. Bentuk penelitian yang digunakan dalam penelitian ini adalah korelasional dengan menggunakan pendekatan kuantitatif. Metode pengumpulan data dilakukan melalui observasi, wawancara, kuesioner, studi kepustakaan dan studi dokumentasi. Teknik pengambilan sampel yang dipakai dalam penelitian ini adalah Purposive Sampling. Penulis mengambil sampel sebanyak 100 responden. Berdasarkan uji hipotesis diperoleh nilai positif sebesar 0,000. Hal ini berarti terdapat pengaruh yang signifikan antara kualitas pelayanan terhadap kepuasan pelanggan dengan tingkat pengaruh sebesar 42,6% dan sisanya 57,4% dipengaruhi oleh faktor lain, sehingga hipotesisnya menyatakan ada pengaruh antara kualitas pelayanan terhadap kepuasan pelanggan pada Kentucky Fried Chicken, Medan dapat diterima. Kata Kunci : Kualitas Pelayanan, Kepuasan Pelanggan

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INDONESIA

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Home Page

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Reviewer

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Location Kota medan, Sumatera utara INDONESIA

Abstract

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Contact Name
-

Contact Email
-

Phone
-

Journal Mail Official
-

Editorial Address
-

Location
Kota medan,

Sumatera utara

INDONESIA