ANALISIS WAKTU TUNGGU PELAYANAN DAN LOKASI USAHA SEBAGAI ANTECEDENT KEPUASAN PELANGGAN PADA RUMAH MAKAN GEMAH RIPAH PURWAKARTA

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Amna Mawardi

Abstract

This  research  was  conducted  to  find  out  what  factors  can  influence consumers  satisfaction.  In  this study  used  two  independent  variables  Waiting Time (X1), and Location (X2), while Customer Satisfaction (Y) as the dependent variable.  After  reviewing  the  literature  and  formulating  hypotheses,  data collection  was carried  out  by  distributing  questionnaires to  97  consumers at Gemah Ripah Purwakarta Restaurant who had carried out the purchase using non probility sampling techniques. For analysis and elaboration of data using SPSS version 21. Then there are several tests performed in analyzing data, such as measuring instruments, classical assumption tests, multiple linear regression analysis and hypothesis testing. Based on the results of the analysis found that the two independent variables have a significant and positive effect on the dependent variable. Waiting time variable has a positive effect of 0.488 with a significance level of 0,000. Location variables  have  a  positive  effect  of  0.566  with  a  significance  level  of  0.000. Adjusted R Square of the three variables is 0.662 or 66.2% which means that the two variables are able to explain the variation in the dependent variable of 66.2 percent with 33.8 percent explained by other variables not used in this study.

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