ABSTRACT. Keywords: Quality of service. viii Universitas Kristen Maranatha
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- Indra Tedja
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1 ABSTRACT This study aims to determine the comparative analysis of service quality between companies KFC and KFC Surya SUMANTRI BTC Pasteur. Where the independent variables of service quality. This research was conducted at PT KFC in Bandung. Methods of data collection in this study was to questionnaires filled out by the respondents, Maranatha Christian University Students who have purchased a product at twice the purchase of food. Sampling a total of 110 respondents in this study using different test methods. The independent variables in this study consists of the variable quality of service. The tests used in this study include validity, reliability test, the classic assumption test, normality test, different test, independent twosample test (idepedent samples T-test), determination of the level of significance, and the testing of hypotheses that seek frekeuensi whether there is a difference between KFC Surya Sumantri and KFC BTC Pasteur The analysis using different test methods can be seen that respondents response to service quality at KFC Surya performance is excellent SUMANTRI / agree. Second, respondents responses to service quality at KFC BTC Pasteur performance is very good / agree. Third, there are differences in the quality of service seen from the dimensions of Tangibles, Reliability, Asurance, Emphaty and Responsiveness there is no difference because the average experience that is almost the same mean and KFC BTC KFC Surya Sumantri. With the results of the difference between KFC and KFC Surya SUMANTRI BTC Pasteur to service quality. Keywords: Quality of service viii
2 ABSTRAK Penelitian ini bertujuan untuk mengetahui analisis perbandingan kualitas pelayanan antara perusahaan KFC Surya Sumantri dan KFC BTC Pasteur. Dimana variabel independen kualitas pelayanan. Penelitian ini dilakukan di PT KFC di Bandung. Metode pengumpulan data pada penelitian ini adalah dengan kuesioner yang diisi oleh responden yaitu Mahasiswa yang telah membeli produk makanan pada dua kali pembelian. Pengambilan sampel sebanyak 110 responden dalam penelitian ini menggunakan metode Uji beda. Variabel Indepeden dalam penelitian ini terdiri satu variable kualitas pelayanan. Pengujian yang digunakan dalam penelitian ini meliputi uji validitas, uji reliabilitas, uji asumsi klasik, uji Normalitas, uji beda, pengujian dua sample bebas (idepedent samples T- test), penetapan tingkat signifikansi, dan pengujian hipotesis yang mencari frekeuensi apakah terdapat perbedaan antara KFC Surya Sumantri dan KFC BTC Pasteur Hasil analisis menggunakan metode Uji beda dapat diketahui bahwa Tanggapan Respoden terhadap kualitas pelayanan pada kinerja KFC Surya Sumantri sangat baik/setuju. Kedua, tanggapan Respoden terhadap kualitas pelayanan pada kinerja KFC BTC Pasteur sangat baik/setuju. Ketiga, terdapat perbedaan kualitas pelayanan dilihat dari dimensi Tangibles, Reliability, Asurance, Emphaty dan Responsiveness tidak terdapat perbedaan karena mengalami rata-rata yang hampir sama yaitu Mean KFC BTC dan KFC Surya Sumantri Dengan hasil adanya perbedaan antara KFC Surya Sumantri dan KFC BTC Pasteur terhadap kualitas pelayanan. Kata-kata kunci: Kualitas pelayanan ix
3 DAFTAR ISI Halaman HALAMAN JUDUL... i HALAMAN PENGESAHAN... ii PERNYATAAN KEASLIAN KARYA TULIS SKRIPSI... iii PERNYATAAN PUBLIKASI LAPORAN PENELITIAN... iv KATA PENGANTAR... v ABSTRACT... viii ABSTRAK... ix DAFTAR ISI... x DAFTAR GAMBAR... xiv DAFTAR TABEL... xv DAFTAR LAMPIRAN... xvii BAB I PENDAHULUAN Latar Belakang Perumusan Masalah Tujuan Riset Manfaat Penelitian BAB II TINJAUAN PUSTAKA Landasan Teori Pengertian Pemasaran Pengertian Strategi Pemasaran x
4 2.1.3 Bauran Pemasaran Pengertian Jasa Sifat dan Karakteristik Jasa Strategi Pemasaran Jasa Model 5 Kesenjangan yang Menyebabkan Kegagalan Pengiriman jasa Dimensi Kualitas Jasa Pemasaran Holistik Jasa Alat Ukur Kualitas Pelayanan Franchise Pengertian Franchise Tipe Bisnis Franchise Jenis Usaha Franchise Restoran Cepat Saji Pengertian Restoran Cepat Saji Kerangka Teori Kerangka Pemikiran BAB III OBJEK DAN METODOLOGI PENELITIAN Objek Penelitian Lokasi Penelitian dan Jadwal Penelitian Sejarah KFC Visi dan Misi Perusahaan Struktur Organisasi Perusahaan xi
5 3.2 Metode Penelitian Variabel Variabel Penelitian Operasional Variabel Populasi dan Sample Penelitian Populasi Sample Jenis dan Sumber Data Jenis Data Sumber Data Teknik Pengumpulan Data Teknik Analisis Data Pengujian Data Uji Validitas Uji Reliabilitas Uji Normalitas Analisis Uji Beda Pengujian Hipotesis Independent Sampel T-Test Penetapan Tingkat Signifikansi Pengujian Hipotesis BAB IV HASIL PENELITIAN DAN PEMBAHASAN Analisis Tanggapan Responden xii
6 4.2 KFC BTC Pasteur UjiValiditas dan Reliabilitas Uji Validitas Uji Reliabilitas Analisis Statistik Deskriptif Data Responden Jenis Kelamin Responden KFC Surya Sumantri Penghasilan Responden/ Uang Saku Pembelian Responden Jenis Kelamin Responden KFC BTC Pasteur Penghasilan Responden/ Uang Saku Pembelian Responden Analisis Deskriptif Data Penelitian Analisis Persamaan Uji Beda Normalitas Penetapan Tingkat Signifikansi Pembahasan BAB V KESIMPULAN DAN SARAN Kesimpulan Saran DAFTAR PUSTAKA LAMPIRAN DAFTAR RIWAYAT HIDUP PENULIS (CURRICULUM VITAE) xiii
7 DAFTAR GAMBAR Halaman Gambar 1 Perbandingan Jumlah Pelanggan... 8 Gambar 2 Bauran Pemasaran Gambar 3 Rerangka Teori Gambar 4 Rerangka Pemikiran Gambar 5 Struktur Organisasi xiv
8 DAFTAR TABEL Halaman Tabel I Data Pelanggan KFC Surya Sumantri dan KFC BTC Pasteur Nov 2012-Feb Tabel II Definisi Oprasional Variabel Tabel III Responden terhadap Variabel X KFC Surya Sumantri (Tangibles) Tabel IV Responden terhadap Variabel X KFC Surya Sumantri (Reliabilty) Tabel V Responden terhadap Variabel X KFC Surya Sumantri (Responsiveness) Tabel VI Responden terhadap Variabel X KFC Surya Sumantri (Emphaty) Tabel VII Responden terhadap Variabel X KFC Surya Sumantri (Assurance) Tabel VIII Responden terhadap Variabel X KFC Pasteur (Tangibles) Tabel IX Responden terhadap Variabel X KFC Pasteur (Realibility) Tabel X Responden terhadap Variabel X KFC Pasteur (Responsiveness).. 68 Tabel XI Responden terhadap Variabel X KFC Pasteur (Emphaty) Tabel XII Responden terhadap Variabel X KFC Pasteur (Assurance) Tabel XIII Rekapitulasi Hasil Uji Validitas KFC Surya Sumantri Tabel XIV Rekapitulasi Hasil Uji Validitas KFC Pasteur Tabel XV Rekapitulasi Hasil Uji Realibilitas KFC BTC Pasteur Tabel XVI Rekapitulasi Hasil Uji Realibilitas KFC BTC Surya Sumantri xv
9 Tabel XVII Jenis Kelamin Responden KFC Surya Sumantri Tabel XVIII Penghasilan/ Uang Saku Responden KFC Surya Sumantri Tabel XIX Pembelian Responden Responden KFC Surya Sumantri Tabel XX Jenis Kelamin Responden Responden KFC Surya Pasteur Tabel XXI Penghasilan/ Uang Saku Responden KFC Surya Pasteur Tabel XXII Pembelian Responden Responden KFC Pasteur xvi
10 DAFTAR LAMPIRAN Halaman Lampiran A Kuesioner Penelitian Lampiran B Pengolahan Data Validitas Normalitas Lampiran C Pengolahan Uji Beda xvii
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DAFTAR ISI. ABSTRAK... iv. ABSTRACT... v. KATA PENGANTAR... vi DAFTAR ISI... DAFTAR TABEL... xv. DAFTAR GAMBAR... xvii. DAFTAR LAMPIRAN...
DAFTAR ISI LEMBAR PENGESAHAN LEMBAR PERNYATAAN PROGRAM SARJANA ABSTRAK... iv ABSTRACT... v KATA PENGANTAR... vi DAFTAR ISI... xi DAFTAR TABEL... xv DAFTAR GAMBAR... xvii DAFTAR LAMPIRAN... xix BAB I PENDAHULUAN...
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ABSTRACT. Perception Influences of Managers Regarding Internal Audit on Performance of the Internal Auditor (Case Studies on PT. X in Bandung City )
ABSTRACT Perception Influences of Managers Regarding Internal Audit on Performance of the Internal Auditor (Case Studies on PT. X in Bandung City ) This study aims to determine how perceptions of managers
ABSTRACT. Keywords: Participation Budgeting, Managerial Performance, style of leadership, quality of human resources.
ABSTRACT The budget is an element in the management control system that serves as a planning tool, a tool of work coordinating and monitoring tools for the job of top managers to improve managerial performance
ABSTRAK. Kata Kunci: Kualitas Pelayanan dan Kepuasan Mahasiswa
ABSTRAK Dalam menghadapi persaingan, setiap perusahaan baik itu perusahaan dalam bentuk industri maupun perusahaan jasa harus menajamkan strateginya agar dapat berhasil memenangkan persaingan tersebut.
ABSTRACT. Keywords: Modernization of tax administration, e-spt, satisfaction of taxpayer. vii. Universitas Kristen Maranatha
ABSTRACT Modernization of tax administration was made to achieve a high level of : (1) voluntary compliance, (2) tax administration trustworthiness, and (3) good performance of tax employee in order to
ABSTRAK. Universitas Kristen Maranatha
ABSTRAK Rebel Gym merupakan salah satu tempat kebugaran di Kota Bandung yang menyediakan berbagai macam fasilitas antara lain fitness center, aikido, aerobics, yoga, pilates. Saat ini Rebel Gym memiliki
ABSTRACT. Keywords : Influence Leadership, Employee Performance. viii. Universitas Kristen Maranatha
ABSTRACT In the era of globalization and free trade agreements that occurred in parts of the world at this time led to competition in the economy is increasing. This has led to increased competition among
ABSTRACT. Keywords: Management Control Systems, Organizational Culture, and Innovation Work. vii Universitas Kristen Maranatha
ABSTRACT Implementation of the new control system and effective management will lead to the improvement of organizational innovation and achievement of organizational goals. Therefore we need an innovative
ABSTRAK. Universitas Kristen Maranatha
ABSTRAK Tujuan dari penelitian ini adalah untuk menguji apakah ada pengaruh pada perubahan tarif PPh pasal 22 impor terhadap peredaran barang impor, sampel yang digunakan terdiri dari 40 orang yang bekerja
ABSTRACT. Keywords: Leadership style, financial compensantion, and employee performance. viii
ABSTRACT Employee performance variable (Y) is an important aspect in an organization, because it can determine the capability, productivity and service levels that can in target them. Leadership style
Kata Kunci : kualitas pelayanan elektronik, kepuasan pelanggan, electronic ticket
ABSTRAK Perkembangan teknologi dan penggunaan internet memberikan pengaruh yang cukup besar bagi sistem pemerintahan suatu negara. Penggunaan internet menjadi kesempatan bagi pemerintah untuk meningkatkan
ABSTRACT. Keywords: Professionals, Independent Auditor, Certified Public Accountants, Certified Public Accountants Law, Accounting Student Interests.
ABSTRACT Public accounting is a profession that provides services in the form of opinion on the financial statements within the company. The number of companies in Indonesia where more and more companies
ABSTRACT. vii. Universitas Kristen Maranatha
ABSTRACT The study was conducted at PT. Semangat Sejahtera Bersama located in Tangerang. The purpose of this study was to determine the adequacy and application of Management Control Systems to determine
Keywords: Environmental Cost, Quality Products, CSR (Corporate Social Responsibility), and Corporate Innovation.
ABSTRACT At the moment competition of current market make the companies must have a creative power with be promoted quality. Beside innovation, the companies too must have interaction to environment, because
ABSTRACT. viii. Universitas Kristen Maranatha
ABSTRACT Seeing the rapid economic development of distinction in Indonesia, especially in this market will demand goods and services follow up. That can not be precluded from competition in Indonesia.
ABSTRACT. Key words: Perception of compensation systems, employee motivation
ABSTRACT Development in technology and information era has impact on changing the way companies in doing business and change behavior, consumer preferences and demands. The key to success for the company
ABSTRAK. Kata kunci : brand image, loyalitas konsumen. viii
ABSTRAK Loyalitas merupakan suatu sikap positif konsumen terhadap suatu produk atau jasa yang disertai dengan perilaku pembelian secara berulang dan bersikap konsisten, yang selanjutnya konsumen merekomendasikan
Keywords : Advertising, Internet Marketing, Sales Promotion, Buying Decision
ABSTRACT This study, entitled "Effects of Promotional Advertising, Internet Marketing, and Sales Promotion on Consumer Purchase Decision Starbucks PVJ Bandung", with a goal to know the contribution of
ABSTRAK. Kata-kata kunci: Ritel, citra hypermarket, Hypermarket Carrefour, Hypermarket Giant. vii. Universitas Kristen Maranatha
ABSTRAK Hypermarket merupakan salah satu ritel yang memiliki perkembangan yang cukup pesat terutama pada kedua pemain utama pada pasar hypermarket yaitu Hypermarket Carrefour dan Giant yang telah sukses
ABSTRACT. Keywords: Expansion of the brand, brand knowledge, perceived quality, innovativeness, consumer purchase intention. viii
ABSTRACT This study aims to analyze the influence factors of brand extensions (brand knowledge, perceived quality and innovativeness) on consumer purchase intention Taxi Max Cipaganti at Maranatha Christian
ABSTRACT. vi Universitas Kristen Maranatha
ABSTRACT Accounting Profession ( PPAk ) is a further education in higher education to get a degree accounting profession, to be served after completion of his education or undergraduate degree program
PENGARUH BRAND TRUST TERHADAP BRAND LOYALTY (STUDI KASUS PADA KECAP BANGO DI BANDUNG) ABSTRAK NOFFI EKA WAHYUNINGSIH O652033
PENGARUH BRAND TRUST TERHADAP BRAND LOYALTY (STUDI KASUS PADA KECAP BANGO DI BANDUNG) ABSTRAK NOFFI EKA WAHYUNINGSIH O652033 This script guided by: Dr. Anny Nurbasari, SE., MP The purpose of this study
Pengaruh Kecerdasan Emosional Terhadap Kualitas Pelayanan Staf Administratif Universitas Kristen Maranatha
Pengaruh Kecerdasan Emosional Terhadap Kualitas Pelayanan Staf Administratif Devy Natalia kecil_devi@yahoo.com Jurusan Manajemen Fakultas Ekonomi ABSTRACT studi ini bertujuan untuk menguji pengaruh kecerdasan
ABSTRACT. Key words: environmental uncertainty, organization culture, budgetary participation, and managerial performance.
ABSTRACT The purpose of this study is to determine the effect of environmental uncertainty and organizational culture on the relationship budgetary participation and managerial performance. In this regard,
ABSTRAK. Kata-kata kunci: Gaya kepemimpinan, motivasi, disiplin kerja, dan kinerja manajerial. vii. Universitas Kristen Maranatha
ABSTRAK Dalam menjalankan suatu usaha, diperlukan sumber daya manusia sebagai peran aktif di dalam menjalankan proses manajemen. Maka dari itu diperlukannya seorang pemimpin yang handal, guna untuk mengendalikan
ABSTRAK. Kata-kata kunci: dimensi keadilan pajak, dan perilaku kepatuhan pajak
ABSTRAK Penelitian ini dilakukan dengan tujuan menguji ada tidaknya dampak dari dimensi-dimensi keadilan pajak yang mungkin mempengaruhi perilaku kepatuhan Wajib Pajak Badan dalam melaksanakan kewajiban
ABSTRAK. Kata-kata kunci: sistem pengendalian manajemen, pengendalian internal
ABSTRAK Dalam era globalisasi seperti sekarang ini perusahaan dituntut untuk dapat menghasilkan produk maupun jasa yang berkualitas tinggi dengan harga rendah, pemberian pelayanan yang berkualitas dan
ABSTRACT. Keywords: brand, brand equity, brand equity elements. viii. Universitas Kristen Maranatha
ABSTRACT Knowledge of the elements of brand equity and its measurement is necessary to formulate a strategic step in improving the existence of a brand that can ultimately improve profitability. This study
ABSTRACT. Key words: Error in Charging (SPT), Income Tax Filing 21. vii. Universitas Kristen Maranatha
ABSTRACT (SPT) is a letter that is used by the taxpayer to report the calculation and payment of tax payable under the provisions of the tax laws. In practice, there are still taxpayers who make mistakes
ABSTRACT ENVIRONMENTAL AUDIT ROLE IN SUPPORTING THE APPLICATION OF CORPORATE SOCIAL RESPONSIBILITY IN. TELECOMMUNICATION INDONESIA, TBK
ABSTRACT ENVIRONMENTAL AUDIT ROLE IN SUPPORTING THE APPLICATION OF CORPORATE SOCIAL RESPONSIBILITY IN. TELECOMMUNICATION INDONESIA, TBK This study the purpose to determine how large a role in supporting
ABSTRACT. Keywords: Operational Audit, Effectiveness, Health Care, Inpatient, Hospital. viii. Universitas Kristen Maranatha
ABSTRACT There is a case on the issue of professionalism hospital that cause unwanted things. In Indonesia, medical malpractice brought to criminal proceedings fairly uncommon or very few that are not
ABSTRACT. Keywords: Performance Audit, Performance Accountability
ABSTRACT The purpose of this research to identify, describe and explain the influence of Performance Audit Application on Local Government Performance Accountability. This research uses descriptive method