PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN ATMOSFER KAFE TERHADAP KEPUASAN KONSUMEN : STUDI PADA PENGUNJUNG KAFE-KAFE DESSERT MALL GANDARIA CITY JAKARTA SELATAN

Abstract

ABSTRACT Adita Hanifah, 2016; The Influence of Product Quality, Service Quality and Atmosphere Cafe Toward Customer Sastisfaction : Study with Visitor of Dessert Cafe Gandaria City Mall South Jakarta. Thesis, Jakarta: Marketing Management Concentration, Management Study Program, Department of Management, Faculty of Economics, State University of Jakarta. Advisory: Setyo Ferry Wibowo, SE, M.Si & Usep Suhud, M.Si., P.hD. The purpose of this research are: 1) to know that product quality factor positively and significantly affect toward to customer satisfaction of dessert cafe Mall Gandaria City, 2) to know that services quality factor positively and significantly affect toward to customer satisfaction of dessert cafe Mall Gandaria City, 3) to know that atmosphere cafe factor positively and significantly affect toward to customer satisfaction of dessert cafe Mall Gandaria City. Object of the research is consist of 200 of respondent that already visiting dessert cafe Mall Gandaria City. The result of decriptive test shows that product quality, service quality and atmosphere cafe of dessert cafe Mall Gandaria City still less so that customer satisfaction also less. The hypothesis test shows: 1) there is a positive and significant influence between product quality toward customer satisfaction, 2) there is a positive and significant influence between service quality toward customer satisfaction, 3) there is a positive and significant influence between atmosphere cafe toward customer satisfaction. Keyword: product quality, service quality, atmosphere, customer satisfaction, dessert caf