FINAL PROJECT OF BUSINESS STATISTICS Lecturer Prepared by : Ir. Muhril Ardiansyah, M.Sc, Ph.

D : Frisky Veronika (1340000872) Elisabeth Tirajoh (1340000241) Vicki Riana (1340000380) Radita Baskoro (1340000292) Daniel Caroline Charlie (1340000531) Mohammad Ikhsan (1340000973) : July 2, 2013

Date

BINUS BUSINESS SCHOOL PROGRAM STUDI MAGISTER MANAJEMEN YOUNG PROFESSIONAL CREATIVE MARKETING BINUS UNIVERSITY JAKARTA 2013

CONTRIBUTION LETTER

ACKNOWLEDGEMENT

We would like to express our gratitude to God Almighty for giving us all the chance to do this research and to finish this research. All honors for all who contributed in this research, including: 1. Our Lecturer Mr. Ir. Muhril Ardiansyah, M.Sc,Ph.D for his guidance and help for this research and also this has been our great experience and unforgettable moment together. 2. Group member Ve,Elisabeth,Vicky,Baskoro,Daniel,Ikhsan, and Oline for your all contribution to this research. 3. All our Binus Business School friends and especially our 13T1 classmates for your help and sharing the knowledge. 4. Roppan Restaurant and Café and all the survey participant of Roppan Restaurant and Café at Gandaria City. Thank you for your spare time to fill our surveys, which are important to our research. Finally we would like to thank who cannot be mentioned above. May God bless this research and all of us.

Jakarta, July 2013

---------------------TABLE OF CONTENT

Cover……………………………………………………………………………………..… 1 Contribution Letter……………………………………………………………………….2 Acknowledgement……………………………………………………………………….. 4 Table of Content…………………………………………………………………... ......... 4 Abstract………………………………………………………………………………….. 4 List of Appendices………………………………………………………………………. 4 CHAPTER I : INTRODUCTION………………………………………………………….. 5 1.1 Background………………………………………………………………………….. 5 1.2 Research Problems…………………………………………………………………... 5 1.3 Research Purposes…………………………………………………………………… 5 1.4 Significancy of Studies……………………………………………………………… 5 1.5 Limitation of Studies………………………………………………………………… 5 1.6 Thesis Structure……………………………………………………………………… 5

CHAPTER II : LITERATURE REVIEW

4

2.1 Customer Satisfaction Definition……………………………………………………. 5 2.2 Price…………………………………………………………………………………..5 2.3 Product Design……………………………………………………………………… 5 2.4 Taste………………………………………………………………………………… 5 2.5 Hospitality of Services………………………………………………………………. 5 2.6 Convenience of Outlet……………………………………………………………….. 5

2.7 Speed of Services……………………………………………………………………. 5 2.8 Cleanliness of the Outlet…………………………………………………….. CHAPTER III : METHODOLOGY…………………………………………………. 3.1 Population and Sample……………………………………………………….. 3.2 Variables : Definition and Measurement……………………………………… 3.2.1 Dependent Variable………………………………………………………. 3.2.2 Independent Variable……………………………………………………. 3.3 Collecting the Data……………………………………………………………. 3.4 Data Analysis Method………………………………………………………… 3.4.1 Multiple Regression…………………………………………………………. 3.5 Hypothesis Testing……………………………………………………………. 3.5.1 Fit Model Testing………………………………………………………… 3.5.2 Variable Testing…………………………………………………………. CHAPTER IV : RESULT AND DISCUSSION……………………………………. 4.1 Descriptive Statistic………………………………………………………….. 4.1.1 Customer Satisfaction……………………………………………………. 4.1.2 Product Price……………………………………………………………… 4.1.3 Product Design…………………………………………………………… 4.1.4 Taste………………………………………………………………………. 4.1.5 Hospitality of Service……………………………………………………. 4.1.6 Convenience of Outlet……………………………………………………. 4.1.7 Speed of Service………………………………………………………….. 4.1.8 Cleanliness of Outlet…………………………………………………….. 4.2 Inference Statistic…………………………………………………………….. 5 4 5 5 6 6 5 5 6 5 6 6 4 5 6 6 6 6 6 6 6 6 5

CHAPTER V : CONCLUSION AND RECOMMENDATION……………………. APPENDICES……………………………………………………………………….4.2. 4... 5.2. 5.2 T-TEST…………………………………………………………………..3 Discussion……………………………………………………………………. 4.1 Conclusion…………………………………………………………………….2 Recommendation……………………………………………………………… REFERENCES………………………………………………………………………... 6 6 5 4 5 5 4 4 .1 ANOVA………………………………………………………………..

With increasing income and urbanization. As population grows. According the research of consumer satisfaction in Roppan Café and Restaurant. wide regional differences and fastchanging political and economic circumstances. Based on reference from Statistics Indonesia (Badan Pusat Statistik) showed an increase in the number of restaurants per year. Gandaria City Mall Branch. Potential opportunities are widely used by businesses or capital owners to build business in the food service industry. convenience. Researchers uses questionnaire by using random sampling of 34 respondents who had visited Roppan Cafe and Restaurant. In social aspect. includes : quality of the product (taste) and convenience of the place. Hospitality of Service. A huge percentage of prepared food and beverages become a potential opportunity in the form of food service industry. Multiple Regression. Products Design. taste. product designs. hospitality of service. Convenience. demand for food not only increases. food demand also grows. For instance restaurant and Café business in the food industry is growing in the capital city. Jakarta. Cleanliness. . Hypothesis testing using T test showed that there are two independents variables significant among the seven independent variables. speed of service to customer satisfaction in Roppan Restaurant and Cafe. The objectives of this research are to determine how much influence the factor of price. Where variables Prices. T-test Customer Satisfaction.ABSTRACT Indonesia is multi-ethnic with many types of languages and cultures. numbers of population gradually increase every year. Independent Variables. Keywords : Restaurant. there are several aspects that influence consumer satisfaction : Taste and Convenience. Taste. but changes with shifts in consumption patterns. cleanliness. in Gandaria City Mall Branch by using questionnaire as a tool of methodology. This research is also motivated by the emergence of competition among the restaurants. Speed of Service.

1.8. Customer Satisfaction Table 2. Monthly Average Expenditure per Capita by Commodity Group 1. Convenience of Outlet 2.3.2.5.4. T-Statistics Graphic Slope 3. Cleanliness of Outlet 3.2.7. Hospitality of Services 2. Questionnaire .2. Taste 2.5. Product Price 2. Service Speed 2. T-Test Table 3. ANOVA Table 3. The Pyramid of Hierarchy of Needs by Maslow 1.6.1.3. Convenience Line Fit Plot 3. Appendix C : 3.LIST OF APPENDICES 1. Appendix A : Data on population Growth 1.1.3.4.6. Taste Line Fit Plot 3. Appendix B : Descriptive Statistics Table : 2. Table of Restaurant Growth 2007 – 2011 2. Product Design 2.

694.3 3. Data on Population Growth Propinsi (1) 11.6 5.2 3.6 2.2 1.4 4.0 3.881.7 7.6 2.196.730.3 2005 (3) 4.615.363.3 833.724.1 5.066.8 3. Sumatera Selatan 17. B A L I 52.784.846.402.3 7.394. Nanggroe Aceh Darussalam 12.9 3.571.3 15.223.4 1.191.7 31.0 31.981. Sulawesi Tenggara 75.955.269.875. D I Yogyakarta 35.2 3.0 1.291.0 12.957.699.2 42.452.4 7.016.478.8 8.451.6 3.493.8 3.5 6.840.617.2 3.9 2.291.810.2 35.404.5 4.755.7 37.0 2.949.183.5 1.840.6 49.640.3 1.121.262.3 4.4 8.372.455.967. Kalimantan Tengah 64. Dki Jakarta 32.2 3.164.555.073.008.0 35.6 2.8 7.3 4.5 4.361.7 3.439.2 2010 (4) 4.8 32.5 37.1 4.1 34.4 9.210. Gorontalo 81.694. as we can see in the following Table 1.0 937.400.040. Jawa Tengah 34. Kalimantan Timur 71.0 8.085.152.7 3.8 2.469.5 7. Sumatera Barat 14.9 12.6 5.693.8 8.535.6 4.108.4 3. Kalimantan Barat 62.5 1.4 8.9 2.3 2020 (6) 4.6 4.887. Sumatera Utara 13.2 2.9 52.8 2.6 4.378.8 4.550.642.923.6 4.657.402.4 2.176.6 39.355.580.138.3 8.5 2.9 2.1 6. In social aspect.3 32.589.217.757.8 33.6 3.000. Bengkulu 18.0 4.3 2.3 13.196.882.911.142.5 14. M A L U K U 2000 (2) 3. Jambi 16.414.809.407.2 6.771.7 2025 (7) 4.4 1. This country experienced a modernization that occurs in various aspects of life.5 3.194.059.636.451.168.369.367.4 3.0 8.9 2.248. population growth will have an impact to food’s demand.7 4.855.823.549.5 4.776. Jawa Barat 33.653.0 9.439.377. TABLE 1.085.9 5.5 2.698.8 8.5 46.369.8 4.166.9 2.122.2 1.2 13.1 4.3 11.701.6 9.417.766.5 2.7 4.6 4.3 6.0 36.596.740.125.5 4. number of population gradually increase every year.9 1.246.Nusa Tenggara Timur 61.2 2.948.7 5.517.259.512.9 2.1 Background Indonesia is multi-ethnic with many types of languages and cultures.1 33.131.4 2. Sulawesi Utara 72.150.Nusatenggara Barat 53.2 2.277.194.820.8 3.0 9.671. Riau 15.995.4 2015 (5) 4.5 979. wide regional differences and fastchanging political and economic circumstances.8 5.0 2.127.9 3.137.9 872. Lampung 31.280.166.306.037.8 1.4 10.785.792.4 2.929.0 3. Jawa Timur 51.141.587.266.5 3.1 3.6 962. Sulawesi Tengah 74.9 1.0 2.CHAPTER I INTRODUCTION 1.6 3.997.884.330.8 .3 36.692.6 5.0 3.112.1 1.843.9 906.409.

94. Maslow is best known for his theory. At the bottom of the pyramid are the basic needs or physiological of a human being. Papua Source : Statistics Indonesia (Badan Pusat Statistik Indonesia) Abraham Maslow was a social psychologist who focused on the psychological needs of a person in their entirety. The Pyramid of Hierarchy of Needs by Maslow Modernization also has an impact in the field of culture. the Hierarchy of Need. Indonesian lifestyles. Foreign culture affect people's lifestyles and eventually its influence consumption patterns of the local society in Indonesia. as well as greater convenience and competitive prices. they tend to be active and dynamic. TABLE 2. in which the foreign culture is accelerating in Indonesia. It is very important to the physical survival of the person. There are five levels in the hierarchy of needs. One of them is food. There are some reasons because it is often conditioned by long travel times to work. . especially those who lives in urban. Eating meals prepared outside home is a typical feature of urban society lifestyles. limited cooking facilities and other resources for food preparation in home.

starchy. fresh prepared food. proccessed foods and others. Potential opportunities are widely used by businesses or capital .Due to the food demands. The more higher mobility of urban society mobile. is highly responsive to changes in food prices and current income per capita caused changes in primoary food consumption patterns (Table 3). Statistics Indonesia (Badan Pusat Statistik Indonesia) Increase in average spending per capita a month for food and beverage showed considerable opportunities for the development of prepared food company or industry. Agro food industry provides agricultural products into processed products such as staple food products. A huge percentage of prepared food and beverages become a potential opportunity in the form of food service industry. agro food industry required to meet the food needs of our local society. According to Huang statement on Kusmastuti (2006) that the elasticity of demand for nutrients. Therefore people prefer to save time by looking for prepared food outside. vegetables. An example of agro food industry is prepared foods company or industry. Monthly Average Expenditure per Capita by Commodity Group (rupiahs) 2009-2011 (Pengeluaran Rata-rata Per Kapita Sebulan Menurut Kelompok Barang Tahun terbaru di Provinsi Jawa Barat /DKI Jakarta) Kelompok Barang/Commodity Group 2009 Food/ Makanan Cereals/ Padi-padian/ 38 122 Preparedfood and beverages/ Makanan 54 326 dan minuman jadi Fish/Ikan Vegetables/ Sayur-sayuran 18454 16 813 2010 44 004 63 286 21 467 18 995 2011 44 415 81 470 25 369 25 549 Source: Expenditure for Consumption of Indonesia. particularly in urban areas that require the availability of products that are fast-paced and practical. People not only consump rice as staple food. cooking oil. Table 3. This increase can be understood as a change in lifestyle. but they begin to consump substitute or alternative food instead of staple food or rice. the more they have such a limited time to prepare food by themselves.

a number of restaurant gradually rise during 2007 to 2011. from affordable to high end prices such as vendor street. TABLE 4 Restaurant business in the food industry is growing in the capital city. There are others forms of food and beverages industry.owners to build business in the food service industry. eating food in the restaurant is not only to eliminate hunger and thirst. This issue might encourage the growth of restaurant business. relax and meet their colleague or business relations. tevern. furthermore they want to gather. particularly for quality and variabilty type of restaurant. . This shows the interest to build a restaurant in the city of Jakarta is quite huge. pub and lounge and exclusive restaurant. The numbers of restaurants that always increase every year are indicating rampant competition fellow restaurant business in Jakarta. The restaurants growth in the year 2011 as many as 1861 units of medium and large scale businesses. In addition. Jakarta. Based on reference from Statistics Indonesia (Badan Pusat Statistik) showed an increase in the number of restaurants per year (TABLE 5). As we can see on Table 4. For instance restaurant and Cafe.

Amid the competitive rivalry. In order to fulfil satisfaction. . Quality of service the company is one of the factors that can influence customer satisfaction. one of which is to build customer loyalty by maintaining customer satisfaction. restaurant or cafe entrepreneurs devise appropriate marketing strategies to achieve company goals. a company should be able to sell product or service that provides affordable price balance with the quality.

price. service and promotion. not just a rational preference. Consumers who are satisfied will be something that the consumer will use the service again in the future (customer loyalty). then the consumer will likely try again (Yoety. If the performance . Satisfaction is the level of one's feelings after comparing the performance / results with the perceived expectations. 2000:41) also stated that level of satisfaction is a function of the difference between perceived performance to expectations. companies can improve customer satisfaction while minimizing or eliminating consumer experience less enjoyable. 2000:45). 2002:42). If there is only one customer who feels unsatisfied. a person who does not like a product will tell their experience to ten others people. Due to the high satisfaction or pleasure which creates high emotional attachment to a particular brand. If the quality of service received by the consumer better or equal to what he had imagined. 2002: 54). Customer satisfaction and loyalty can create consumer loyalty to companies that provide satisfactory quality (Tjiptono. Quality of products and services is the most essential thing that should be a top priority for the management business if they want to win the battle in market competition. The survival of a company in the long run usually influenced by the level of consumer satisfaction. As Kotler (2002) says. One of the marketing concepts offered by Kotler (2000:355) to conduct marketing mix remains which include product. On the contrary if there is one customer who satisfied. It will result high customer loyalty (Kotler. However their effort to satisfy customer is not simply. Basically one of the strategy marketing is generally done by using word of mouth. Kotler (Kotler. They should also have its own characteristics which is able to satisfy the target customer. it is likely the restaurant will get some new prospective customers. For those companies who have to compete with similar companies ought to set up a strategy by creating a distinctive and specific product with right value proposition. Thus. Marketing activities operate on the situation intensifies competition and the constantly evolving environment.Quality provides an impetus to consumers to establish strong ties with company. then there is a possibility that restaurant will lose some potential customers.

on Roppan not necessarily be able to create an optimal customer satisfaction. With their affordable prices. product. Roppan Cafe and Restaurant is one of the typical Japanese home-style meals. They provides a large selections of Toast Bread with various toppings. one of the hippest hill in Japan. The name Roppan itself is taken from Toast Pan Roppongi. quality of service. Nowaday it is growing among young adult people. Intense competition among various Japanese restaurants in Jakarta. then the customer will be disappointed.below expectations. hygiene. product. requires Roppan to design a strategy to maintain customer satisfaction. Roppan is just right for people who wants to eat light snacks or just having a relacing time with a glass of cold frosty flavoured beer or perhaps only a cup of coffee. They brought a great concept of fresh from the oven that also can be seen from the open kitchen which guarantee the food must be fresh. relatives and the promise of computer and information from marketers. so it needs to be re-evaluated along with how big influence on customers. Roppan becomes people choices especially for those who just wants to grab a fresh and instant food. Customer expectations can be shaped by past experiences. When performance in line with expectations. cleanliness and quality service to customer satisfaction in Roppan Restaurant and Cafe?” . the researchers intend to conduct a research on “How much influence the price factor. It was established in 2011 and have 13 outlets around Indonesia. customers will be very satisfied. Based on this background. All the factors that affect customer satisfaction as price.

2. but changes with shifts in consumption patterns. The sample was taken place at Roppan’s first outlet. 1.1. cleanliness.3 Research Purposes The purpose of this quantitative. The objectives of this research are : • To determine how much influence the price factor. Academic field  To build understanding regarding multiple regression and determine what kind of aspects that influence customer satisfaction.5 Limitation of Studies The research suffers from the consumer satisfaction of the sample in Roppan Cafe Restaurant. The limitiation that our research was only focus on consumer satisfaction with several variables such as price.4 Significancy of Studies There are two types of benefits from this research : 1. By virtue of consisting of the questionnaire that research offer tow. food demand also grows. where the located at Gandaria City. Practical field  The result of the study can be suggestions towards related company (Roppan) in order to increase profit of the company by satisfying the customers. 1. the sample was not sufficiently heterogenous. cleanliness and quality service to customer satisfaction in Roppan Restaurant and Cafe?” 1.2 Research Problems As population grows. With increasing income and urbanization. comfort. descriptive research study is to analyze the aspects that influence the level of satisfaction of Roppan’s consumers by using Likert scale in the questionaire. environment. design. And to analyze what are the dependent variables that have significance with the independent variable. demand for food not only increases. Where the limited of our research is: . product. in mall Gandaria City.

significant of the studies. hypothesis. researchers explained descriptive statistics. objective of the research purposes of the research. T-Test. speed of service. taste.6 Thesis Structure In a systematic witting section. the researcher will outline contained in each chapter of the study that will be conducted. hospitality of service. ANOVA. Essentially. limitations of the studies and thesis structure. inference statistics. which is explain about multiple regression. price. population and sample. the result of research. the researcher’s reason why done the research. variables: definition and measurement includes dependent and independent variable CHAPTER 4 In chapter 4.1. product design. cleanliness of the outlet. The research focused on what kind of variable that will affect to consumer satisfaction in Roppan restaurant. CHAPTER 3 In Chapter 3 it was about methodology of the research. 1. The location that we research for Roppan Café and Restaurant only at Gandaria City. CHAPTER 1 In chapter 1 the researcher was explain about background of these research. convenience. 2. CHAPTER 2 In Chapter 2 the researcher emphasized the theory used for this research such as customer satisfaction. .

CHAPTER 5 In chapter 5. researchers outlined the conclusions and recommendations. .

2004) Furthermore. Kotler (2000) says that customer satisfaction is the level of one's feelings after comparing the performance of the products that he felt with his expectations. conveniences of the outlet. b) Past experience when consuming the products of the company and its competitors. It is a judgment that a product or service feature. c) Experiences of friends. . taste. Satisfaction or dissatisfaction of consumers is the response to disconfirmation evaluations or perceived discrepancy between prior expectations and actual performance of the product that is felt after consumption (Tse and Wilson in Nasution. 2005) says that customer satisfaction is very dependent on consumer perceptions and expectations. speed of services. price. Another definition. The factors that influence the perceptions and expectations of the consumers.CHAPTER II LITERATURE REVIEW This chapter will discuss about customer satisfaction. 2. provides a pleasurable level of consumption related fulfillment. product design. among others: a) Needs and desires with regard to the things that consumers felt while trying to make a deal with the manufacturer of the product. and cleanliness of the outlet. consumer satisfaction is the extent to which the benefits of a product perceived in accordance with what is expected from customers (Amir. or the product or service itself. Gaspers (in Nasution.1. Customer Satisfaction Definition Customer satisfaction is defined in Oliver’s (1997) terms: that it is the consumer’s fulfillment response. hospitality of the services. 2005). In other words. it is the overall level of contentment with a service/product experience.

The pricing of restaurant items also varies according to the type of restaurant. desires and needs of consumers. 2. the manufacturer that gives satisfaction to the consumer. Conversely. Consumers who are not satisfied with the goods or services are consumed will look for other companies who are able to supply their needs. 2006). customers are likely to expect high quality. if the quality did not meet and exceed expectations. From the various opinions on the above it can be concluded that the definition of consumer satisfaction level one's feelings after comparing the performance of the product that he felt with his expectations. or it can induce a sense of being “ripped off. stated in Andaleeb & Conway. 2. Tendency to choose a product from the same manufacturer When a consumer want to buy a product. The characteristics of satisfied consumers: Kotler (2000) states the characteristics of consumers who are satisfied are. Product Loyalty Satisfied consumers tend to be loyal and they will continuously buy from the same manufacturer. 2005) said that satisfaction is achieved when quality meets and exceeds expectations. 1. Price The price of the items on the menu can also greatly influence customers because price has the capability of attracting or repelling them (Monroe. desires and needs of consumers.Engel.” .2. If the price is high. Positive word of mouth communication Satisfied consumers will give positive recommendations about product and manufacturer positively to the other prospective consumers 3. 2006). especially since price functions as an indicator of quality (Lewis and Shoemaker. 1989. stated in Andaleeb & Conway. Roger & Miniard (1994) said that satisfaction is a post-consumption evaluation of several alternatives to choose in order to meet expectations. Band (in Nasution. will be the main consideration in consumer’s mindset to choose the product. 1997. satisfaction is not achieved.

such as delicious. Taste Based on previous research that conducted by Ryu and Han (2010). customers are able to establish internal reference prices.e. is a significant predictor of customer satisfaction. environmental psychologists suggest that individuals react to places with two general. When establishing prices for a restaurant. 1985. 2006). Based on these findings we put price of a product as one of our predictors.4. customers may question the ability of the restaurant to deliver product and service quality. such as attractive interior design/décor and pleasant music/color/lighting. the physical design of a product can also influence the degree of success consumer’s satisfaction (Darley and Gilbert. Product Design From the perspective of physical product design. 2. 2. nutritious. It has been suggested that in addition to the physical dimensions of a business attracting or deterring selection. when actual price is higher than the expected price). 2. 1974. 1998. Moreover.3. . an internal reference price is defined as a price (or price scale) in buyers’ memory that serves as a basis for judging or comparing actual prices (Grewal et al. their satisfaction level increases. stated in Andaleeb & Conway. stated in Andaleeb & Conway. stated in Andaleeb & Conway. forms of behavior: approach or avoidance (Mehrabian and Russell. it was found that customers’ perceived quality of food.5. Hospitality of the Services Brown and Sulzer-Azaroff (2008) stated that service friendliness has often been assumed to increase customer satisfaction. 2006).Likewise.. 2. This indicates that the price offering for the restaurant needs to be in accord with what the market expects to pay by avoiding negative deviation (i. if the price is low. and opposite. due to the competitiveness of the restaurant industry.6. 2006). and visually attractive. Convenience of the outlet It was also found by Ryu and Han (2010) that when customers feel that the physical environment reflects quality.

stated in Ryu & Han. Clark and Wood (1998. Furthermore. cleanliness of the outlet is used to predict customer satisfaction. Speed of Services Yuksel and Yuksel (2002) stated that the first factor with the greatest effect on dining satisfaction was service quality. . 2010). 1974. Wakefield and Blodgett (1996. professional appearance of staff. Prendergast & Man. It was found in one of their findings that cleanliness is played a role in gaining customer loyalty and continued restaurant patronage. Cleanliness of the outlet Researchers conducted some studies to find whether cleanliness is one of the predictors for consumer satisfaction. followed by product quality. The findings revealed that perceived quality of physical environment significantly affected a customer’s satisfaction in the leisure service setting. interior design and décor. Lindquist. 2010) examined the effects of layout accessibility. atmosphere. Moreover.7. cleanliness. electronic equipment. Consumers’ favorite sandwiches/bakery is “Panera Bread. 1994. menu variety. in another study that conducted by researchers that food quality. in this study. price. and cleanliness. The best attribute of the brand is atmosphere. 2010) argued that tangible rather than intangible elements are of greater importance in gaining customer loyalty and continued restaurant patronage. and cleanliness on the perceived quality of the servicescape.” which is one of the leading brands in the quick-casual sector. In their studies. stated in Ryu & Han. styling. cleanliness was one of the part in services area. menu variety. 2. For example. stated in Ryu & Han. and store location have been identified as components of store image in the restaurant industry that are lead to customer satisfaction (Baker et al. 2002. followed by food quality. facility aesthetics.. seating comfort.8. Form the findings that are done by past researches.2. menu diversity and speed of service. service. service from staff.

2. 3.2 Independent Variable For identifying the customer satisfaction of overall services of Roppan.CHAPTER III METHODOLOGY 3. so we should take the sample. in other hand the independent variable is a variable that not influenced by other variable. The sample of our research is the Roppan’s customers in Gandaria City outlet within a day of observation of 30 individual customers. Satisfaction shows us about the overall conditions that meet with customer expectation. so the population of our research is the Roppan’s customers. Because of the widely spread of Roppan’s outlets.1 Population and Sample We are using the Roppan Company for the research object. 3.2.2 Variables : Definition and Measurement We divided our variables into two categories. dependent and independent variable. we use the independent variables as follow: . in this case we will talk about how satisfy the Roppan overall services for the customers. we can’t take all the data from population. 3. The dependent variable is a variable that can’t stand alone without other variable.1 Dependent Variable In this research we used Customer Satisfaction for the dependent variable.

good. expensive. The variable will contain the opinion of: very bad. . good. - Product Design The product design’s variable shows the opinion of overall product’s design that sold by Roppan. good. The variable will contain the opinion of: very bad. bad. moderate. - Taste The Taste’s variable shows the opinion of overall product’s taste of products that sold by Roppan. bad. very good. cheap. bad. The variable will contain the opinions of: very expensive. very good. - Speed of Services The Speed of Service’s variable shows the opinion of overall service’s speed that provided by Roppan. very cheap. The variable will contain the opinion of: very bad. The variable will contain the opinion of: very bad. - Conveniences of Outlet The Conveniences of Outlet’s variable shows the opinion of overall outlet’s conveniences that provided by Roppan. moderate. very good.- Price The price’s variable shows the opinion of overall price of products sold by Roppan outlet. moderate. good. moderate. The variable will contain the opinion of: very bad. very good. bad. moderate. moderate. bad. very good. good. - Hospitality of Services The Hospitality of Service’s variable shows the opinion of overall service’s hospitality that provided by Roppan’s employee.

That bears repeating: Why do multiple regression? . Multiple regression (2006 Samuel L. Use multiple regression if more than one cause is associated with the effect you wish to understand. so the customer will be easy to grading their opinion about the questions. suggesting conclusions. and social science domains. transforming. in different business. Baker) is regression with two or more independent variables on the right-hand side of the equation.3. science.4. We design the survey paper with likert chart. and supporting decision making. 3.3 Collecting The Data We are using the primary data. Data analysis has multiple facts and approaches. and modeling data with the goal of highlighting useful information. We analyze the data with help of statistics tools using Microsoft excel.1. we use multiple regression to know more than one cause is associated with the effect you wish to understand. So we get the data directly from the research subject. The Likert Scale is a five point scale which is used to allow the individual to express how much they agree or disagree with a particular statement. The five point scale as follows : 2 = Unstatisfy 1 = Less Satisfy 0 = Neutral 1 = Satisfy 2 = Very Satisfy 3.4 Data Analysis Method Data analysis method is process of inspecting. we collected the data by distribute the survey paper (questionnaire) to the Roppan’s customers of Gandaria City’s outlet within an operational day. In this research. encompassing diverse techniques under a variety of names. cleaning.

how fast the plane rises as it goes away from you. For explanation: Multiple regression lets you separate causal factors. in Y = α + βX + γZ + error. β is the slope of the plane in the X direction. analyzing each one’s influence on what you are trying to explain. straight up from the table. the plain is tilted toward you. If β is bigger than 0. the data points form a cluster or a cloud above and below the plane described by Y = α + βX + γZ. γ is the slope of the plane in the Z direction. the plane is tilted so that the part to your right is higher than the part to your left. The error. how fast the plane rises as you go to the right. Instead.and Z-axes are on a table in front of you. Simple regression only allows you one causal factor. The equation and the true plane For the case of two independent variables. Y = α + βX + γZ is the formula for a flat plane that is floating in the threedimensional space above the table. means that the data points do not lie right on this plane. If γ is negative.For prediction: Multiple regression lets you use more than one factor to make a prediction. you can write the equation for a multiple regression model this way: Y = α + βX + γZ + error Imagine that the X. . the plane is tilted away from you. The Y-axis is standing vertically. If γ is bigger than 0. α is the height of the plane above the point on the table where X=0 and Z=0. with the Xaxis pointing to the right and the Z-axis pointing directly away from you.

floating in space. it is conventional to go to a subscript notation for the variables and the slope parameters. β_2. which is one of statistical analysis methods that analyze the relationship pattern of two or more independent variables. like this: Y = α + β1X1 + β2X2 + . All we have is the cloud of points. That is not easy for most people to visualize... we do not get to see the true plane. β_6 β_7 PR = Customer Satisfaction = the intercept coefficient = the coefficient of independent variables = (overall) product price . in the hope that the regression plane will be close to the true plane. + βpXp + error This is why some statistics programs refer to the coefficients of the independent variables as “betas.5 Hypothesis Testing Hypothesis testing in this research is done using linear multiple regression. The purpose of this method is to analyze the quantitative effect caused by some events (independent variable) to the other event (dependent variable). 3.” With more than two independent variables.When we collect data. β_3 β_4. Multiple regression with two independent variables tries to find the plane that best fits that cloud of points. you are fitting hyper planes to data points floating in hyper space. In this research we are using the linear multiple regression as bellow : CS = β_0 + β_1PR + β_2PD + β_3TA + β_4HS + β_5CO + β_6SS + β_7CL + e Where: CS β_0 β_1. If you have more than two independent variables. β_5.

variable is significant . If (negative) t-table ≤ t-test ≤ (positive) t-table  don’t reject H0. Variable testing To know whether each independent has significant effect or not to the dependent variable. model isn’t fit 2. The methods are: a. variable is significant. The methods are: a. Comparing F-test with F-table If F-test > F-table  Reject H0. model isn’t fit b. b.F < α  Reject H0. model is fit If Sig. Comparing Significant F with α If Sig. Comparing t-test value of each independent variable with t-table value For each variable: If t-test > (positive) t-table or t-test < (negative) t-table  reject H0. Comparing the p-value with α For each variable: If p-value < α  Reject H0.PD TA HS CO SS CL e = Product Design = Taste = Hospitality of Services = Conveniences of Outlet = Services Speed = Cleanliness of outlet = Error component of model The hypothesis testing contained two steps test: 1.F > α  don’t reject H0. the model is fit If F-test < F-table  don’t reject H0. Fit Model Testing (ANOVA) The purpose of fit model testing is to know whether the whole model is fit or not fit. variable isn’t significant. we use the t-test to analyze them.

The data that the researchers use for this study is questionnaire. In this research we analyze the descriptive statistic for each variable as follow: 4.735294118 0. This generally means that descriptive statistics. variable is not significant CHAPTER IV RESULT AND DISCUSSION 4.1 Descriptive Statistic Descriptive Statistics aim to summarize a sample.59231916 3 -1 2 .106045626 1 1 0.91461764 -0.1. rather than use the data to learn about the population that the sample of data is thought to represent.618346942 0.1 Customer Satisfaction Customer Satisfaction Mean Standard Error Median Mode Standard Deviation Sample Variance Kurtosis Skewness Range Minimum Maximum 0.382352941 0.If p-value > α  don’t reject H0. Descriptive statistic show us about the descriptive information of data collected. unlike inferential statistics. where the total of observations is 34 respondents. are not developed on the basis of probability theory.

05 Ŷi= β0+β1X1i+β2X2i+β3X3i+……….Sum Count 25 34 Which are: α = 0. we collect the data with liker scale questioner (scale from -2 to +2). the average of satisfaction of each customer is above 0 but still not even 1.2.1. The descriptive statistic of this variable tell us that : the mean of the data is 0.735. Product Price Product Price Mean Standard Error Median 0. The minimum score collected is -1 (bad) and the maximum score is +2 (Very good).411764706 0.14077483 0 . 4. β0= intercept β1= price β3=product design β4=taste β5=hospitality of service β6=convenience β7=cleanliness The customer satisfaction is the dependent variable in this research.

3.Mode Standard Deviation Sample Variance 0 0.125692203 3 -1 2 14 34 Product Price is an important aspect that has always been considered by consumers to pass a decision on the purchase of a product.295783267 0.343104625 0.570361239 0.82085126 0.1. In this research through questionnaires spread product price can be viewed standard error is 0.673796791 - Kurtosis Skewness Range Minimum Maximum Sum Count 0.14077483. 4. Product Design Product Design Mean Standard Error Median Mode Standard Deviation Sample Variance Kurtosis Skewness 0. or ≤ α .911764706 0.325311943 0.097816146 1 1 . which means that the variable is not significant or do not affect customer satisfaction.

097816146 or> of α.764705882 0.023417027 Range Minimum Maximum Sum Count 2 0 2 31 34 In this research.609625668 Kurtosis Skewness Range Minimum Maximum 0.78078529 0. product design is one of the variables selected to start viewing how significant these variables can affect customer satisfaction.572312573 0.1. and the results of research in addressing the standard error of the data is equal to 0.0.133903572 1 1 . which can be concluded from these results that the product design variables have no effect on customer satisfaction. 4.4 Taste Taste Mean Standard Error Median Mode Standard Deviation Sample Variance 0.043534668 3 -1 2 0.

891632723 0.795008913 Kurtosis 0.Sum Count 26 34 Taste Line Fit Plot 3 Tingkat Kepuasan 2 1 0 -1 -1 0 1 2 3 Tingkat Kepuasan Predicted Tingkat Kepuasan -2 -2 Rasa Makanan Taste is one of the variables selected to start viewing how significant these variables can affect customer satisfaction. Hospitality of Services Hospitality Mean Standard Error Median Mode Standard Deviation Sample Variance 0.1. which can be concluded from these results that the variables showed significant taste or may affect the customer's satisfaction. 4.15291375 1 1 .588235294 0.588257063 Skewness 0.133903572 or <than α.146164568 0.5. and the results of research in addressing the standard error of the data is sebesar0.

552468006 3 -1 2 . how to start viewing these variables can significantly affect customer satisfaction.588235294 or> of α =0.787878788 - Kurtosis 0. and the results of research in addressing the standard error of the data is equal to 0.6.152226494 1 1 0. 4.Range Minimum Maximum Sum Count 3 -1 2 20 34 Hospitality of services is one of the variables selected in this study.365336896 - Skewness Range Minimum Maximum 0.1. Convenience of Outlet Convenience Mean Standard Error Median Mode Standard Deviation Sample Variance 1 0. which can be concluded from these results that the hospitality of the variables showed no significant or services does not affect the customer's satisfaction.05.887625365 0.

Sum Count 34 34 Convenience Line Fit Plot Tingkat Kepuasan 3 2 1 0 -1 -1 0 1 2 3 -2 kenyamanan Tingkat Kepuasan Predicted Tingkat Kepuasan -2 In this study convenience of services is one of the selected variables.441176471 0.1. and the results of research in addressing the standard error of the data is equal to 0.405525847 0.185548753 1. how to start viewing these variables can significantly affect customer satisfaction. 4.152226494 or> of α.7. Service Speed Speed of Services Mean Standard Error Median Mode Standard Deviation Sample Variance Kurtosis 1.203319934 1 1 . which can be concluded from these results that the convenience of the variables showed significant services or affect the customer's satisfaction.

373072382 4 -2 2 15 34 In this research service speed is one of the selected variables. to start viewing how significant these variables can affect customer satisfaction.117901596 Skewness Range 0.152226494 or> of α=0.1.724211811 Skewness Range Minimum Maximum Sum Count 0.588235294 0.095511075 1 1 .0.556920486 0.928752654 2 0. which can be concluded from these results that the service variable speed showed no significant or not affect the customer's satisfaction 4. Cleanliness of Outlet Cleanliness Mean Standard Error Median Mode Standard Deviation Sample Variance 0. and the results of research in addressing the standard error of the data is equal to 0.310160428 Kurtosis 0.05.8.

The null hypothesis is this ratio equals 1.960073421 3. inference statistic is about is the process of drawing conclusions from data that is subject to random variation.0. Thus.17006E-05 The tests in an ANOVA are based on the F-ratio: the variation due to an experimental treatment or effect divided by the variation due to experimental error. observational errors or sampling variation. for example. The researcher use inferential statistics to make judgments of the probability that an observed difference between groups is a dependable one or one that might have happened by chance in this study. or the treatment effect is the same as the . We use inferential statistics to make inferences from our data to more general conditions.095511075 or> of α where the variable is not significant.2. We use descriptive statistics simply to describe what's going on in our data.099002782 Significance F 1.2 Inference Statistic In statistic. but through the above data it can be seen that the standard error of 0.140675909 F 9.657573638 12. 4.61764706 MS 1.Minimum Maximum Sum Count -1 1 20 34 Other variables were selected for this study is cleanliness of the outlet. 4. because the variables usually considered to be one of the consumer to make a purchase.280010489 0.1 ANOVA ANOVA Df Regression Residual Total 7 26 33 SS 8.

127722763 0.2 T-Test Upper Coefficients Intercept Product Price Product Design Taste Hospitality Speed of Svc. because based on data above we can look the significance of F less than 0.151196151 -0.075283738 0.256733172 -1. b1= 0. cleanliness) is not significant.16400575 Standard Error 0. b2=0.0 is smaller than some pre-assigned criteria such as 0.64831233 0.329545332 -0.2.204014915 0. Convenience Cleanliness -0.384321 0.373864106 0. speed of services.215499798 Lower 95% -0.036589797.240975894 0.269525699 P-value 0.162428973 0.461451274 0.325812759 1.731616742 0. Multiple Regression Equation with two independent variable : Ŷi= b0+b1X1i+b2X2i B0= -0.799405472 0.309214476 0.477551744.087717687 0.128648048 0. This hypothesis is rejected if the F-ratio is significantly large enough that the possibility of it equaling 1.429553 The t-test assesses whether the means of two groups are statistically different from each other.312998706 -0.904829667 4.129186632 t Stat -0.204014915 .026099893 0.experimental error. because the p value in that research more than α=0.082259 0.05. Annova model that we asses to this study is fit. 4.101541176 95% 0. product design.023708628 -0.05.036589797 -0.000207944 0.238732 0. This analysis is appropriate whenever you want to compare the means of two groups.477551744 0.115369923 0.110821066 0.256366 0.346686988 2.705348 0.028095653 0.14252072 0.141156692 0. According the research of above data we can conclude that the green bar (taste and convenience) is significant and the red bar (product price.096144954 0.199958179 0.417874 0.094848643 0. hospitality. The t-value will be positive if the first mean is larger than the second and negative if it is smaller.043768027 0.180848 0.05.249755779 -0.

The sample Y intercept (b0= -0. • Testing for the Slope in Variable ‘Taste’ (α 3) H0 = 0 H3 : α3 ≠ 0 tSTAT = 4. Secondly.477551744) indicates that mostly respondents stated that the taste of the product is satisfy.0345 ( from t table ) Conclusion : tSTAT > tTABLE  Reject H0 From the data above. the slope of taste with Roppan café and restaurant consumer satisfaction (b1=0. • Testing for the Slope in Variable ‘Convenience of Outlet’ (α 5) . independent variable on convenience (b2=0. estimates the number of Roppan Café and Restaurant consumer satisfaction According to our data analysis and questionnaire. which can be rated in number 4 (satisfy). we can conclude that based on the hypothesis.204014915) showed that respondents also stated that the convenience of the place is satisfy.388281791 ttable = df = n – 1 = 34 – 1 = 33 Critical Value ( α = 0.05/2 ) = 2.036589797). the tstat value lies in the area of rejection that means it is true that H3 ≠ 0. and that it’s true that variable “Taste” is significant with Consumer’s Satisfaction.

Based on our analysis from 34 respondent we can say the model is fit. the tstat value lies in the area of rejection that means it is true that H5 ≠ 0. and speed of service. taste. product design. cleanliness.3 Discussion Researchers uses questionnaire by using random sampling of 34 respondents who had visited Roppan Café and Resto in Gandaria City Mall branch.17006E-05 which is less than α = 5%. we can conclude that based on the hypothesis.0345 ( from t table ) Conclusion : tSTAT > tTABLE  Reject H0 From the data above. In this research we use seven variables. and that it’s true that variable “Convenience of Outlet” is significant with Consumer’s Satisfaction. 4. such as: Price. We want to find out what kind of variable that may influence consumer satisfaction of product or service. convenience. hospitality of services.05/2 ) = 2. because we can look the significance F is 1. .H0 = 0 H5 : α5 ≠ 0 tSTAT = 2.177642868 ttable = df = n – 1 = 34 – 1 = 33 Critical Value ( α = 0.

This also accordance with previous research that Kotler (2000) conducted that if one customer feels satisfy they will likely to give recommendation to others people. 2. Speed of Service These factors are not significantly impact customer satisfaction in our research.Test it is use for determining whether each variables is significant or not. Cleanliness. Price. CHAPTER 5 CONCLUSION AND RECOMENDATION 5. we can conclude that taste of product has influence to consumer satisfaction.1 CONCLUSION According the research of consumer satisfaction in Roppan Café and Restaurant. they will ensure whether the quality of taste is suitable and good. in Gandaria City Mall Branch by using questionnaire as a tool of methodology. and colour lighting impact the customer satisfaction. Convenience This factor also has a big influence for customers to visit Roppan. After we analyzed those seven variables. Taste of product Supported also with Ryu and Han (2009) study. Where value of two independent variables is less than α= 5%. there are several aspects influence consumer satisfaction: 1. How do they know if the taste is great before purchasing? It usually occurs because the word of mouth. where the minimum numbers of sample is 30 (Guilford and Fruchter : 1981). .Furthermore we conduct the next step which is t. we can say that only 2 (two) independent variables influences customer to purchase the product. 3. Product Design. This is in line with previous research done by Ryu and Han (2009) attractive interior design. We actually need at least more respondents to provide more accurate data. include convenience and taste. This result is not similar with the result of previous research because this research only based on 34 respondents. Hospitality of Service. When consumers decide to purchase the product. pleasant music.

We found that convenience of the store impacts the customer satisfaction. Therefore Roppan should maintain their own characteristics in terms of music.5.2 RECOMMENDATION Based on our research we would like to suggest the company to maintain the quality of product and convenience of the restaurant. . So that it can encourage them to be a loyal customer. Moreover Roppan should be able to always maintain a quality control by conducting several training for their internal staff. They have to keep control the originality of taste. ambience and interior design to make customers feels comfortable.

Singapore: Pearson Education South Asia Pte Ltd.id/booklet/Boklet%20November_2011. (2006). Atila & Yuksel (2002).edu/courses/J716/pdf/716-3%20Multiple%20Regression. Edisi kedua belas.sph. C.pdf ( diakses tanggal 25 Mei 2013) . B. Journal of Vacation Marketing: 9(1). Journal of Organizational Behavior Management: 14 (2). Technology. http://hspm. & Conway.bps. Jilid 1 dan 2.). Manajemen Pemasaran (Terjemahan).. 3-11.T. Yuksel. and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Multiple Regression Theory. service..pdf (diakses tanggal 27 Juni 2013). Manajemen Pemasaran. Measurement of tourist satisfaction with restaurant services: A segment-based approach. INDEX. (2010). P. (2006). S. 1-15. S. 2000. P. strategy (2nd edition. S. P. 2005.. (2005). First Lok Yang Road Jurong. An assessment of the relationship between customer satisfaction and service friendliness. Kotler. S. Jakarta. Service Marketing in Asia : People. & Lu. J. H. PT Prehallindo.go. C. Wirtz. H. 55-76. Influence of the quality of food. Customer satisfaction in the restaurant industry: an examination of the transaction-specific model. Brown. Kotler. Journal of Hospitality & Tourism Research: 34 (3). Journal of Services Marketing: 20(1). & Han. & Sulzer-Azaroff. K. (1994). 52-68.. Keh. C. L. Lovelock. Jakarta. PT.REFERENCES Books and Journals : Andaleeb. Website: http://www. Ryu. Baker. X. 310-329.sc.

3 46.0 9.0 37.740.6 18.2 9. SUMATERA SELATAN 6.843.0 8.4 4.073.377. LAMPUNG 6.402.378.361.929.059.4 8.2 2.194.535.6 14.792.Undergraduate Thesis : I Made Winarsa.955.3 4.5 3.0 35.5 51. 2010 APPENDICES 1.8 3.657.1 . Data on population Growth Propinsi 2000 2005 2010 2015 2020 2025 (1) (2) (3) (4) (5) (6) (7) 11.330.580.997.6 12.196.125.9 7.840.262.1 52.8 13.0 6.776.4 7.5 36.6 15.4 8.911.122.168.1.8 16.7 3.636.596.4 36.3 13.846.0 31.7 10.291.8 34.066.469.8 2. JAWA BARAT 35.692.223.3 4.6 8. JAWA TIMUR 34.967.785. D I YOGYAKARTA 3.6 9.5 1. JAMBI 2.210.4 4.5 1.451.8 17.0 3.217.196.7 42. SUMATERA UTARA 11. NANGGROE ACEH 3. BENGKULU 1.9 32.882.875.8 12.617.452.150.766.571.3 7.455.9 33.755.5 4.1 8.3 4.138. DKI JAKARTA 8. RIAU 4.6 8.152.8 49. Universitas Katolik Atma Jaya.409.280.259.5 9.642.4 2.8 7.0 3.784.3 15.0 14.1 3.6 32.0 39.0 31.7 33.3 2.550.7 3.881.6 13.948.8 6.5 35.248.108.291.7 3.407.8 33.2 4.166.4 1. Stevanus.694.112.183.164.2 3.549.269. Appendix A : 1.3 3.693.699.7 4.9 4. Analisis Pengaruh Persepsi Bauan Pemasaran (7P) Terhadap Kepuasan Konsumen Garuda Indonesia : Studi kasus pada Mall Puri Indah.439.369.5 4. B A L I 3.037.923.3 DARUSSALAM 12.121.3 7.840. SUMATERA BARAT 4.4 37.1 4.724.555.0 3.887.6 3.0 8. JAWA TENGAH 31.981.2 32.306.512.730.

417.5 2.9 72.166.451.7 4.9 906. SULAWESI TENGGARA 1.085.5 979.1 3.NUSA TENGGARA TIMUR 3.3.9 3.0 937.8 4.757.2 4.6 5.9 5.355. KALIMANTAN TENGAH 1.823.7 5.771.9 2. M A L U K U 1.191. Monthly Average Expenditure per Capita by Commodity Group Kelompok Barang/Commodity 2009 2010 2011 .3 4.176.127.137.949.016.3 5.6 53.9 2.820.4 2.6 64.8 2.400.2 3.671.653.369.2 2. PAPUA 4.2 The Pyramid of Hierarchy of Needs by Maslow 1.3 2.141.246.640.493.402.NUSATENGGARA BARAT 4.008.52.6 2.698.040.8 1.8 5.4 1.478.6 5.9 1.5 2. KALIMANTAN TIMUR 2.394.5 81. GORONTALO 833.404.372.2 62.5 4.694.9 71.9 872.4 5.5 2.809.2 1. KALIMANTAN BARAT 4.000.0 2. SULAWESI TENGAH 2.0 74.131.1 4.277.587.855.9 2.6 3. SULAWESI UTARA 2.266.085.701.363.3 94.615.2 3.9 2.2 3.414.6 4.0 2.8 3.6 962.589.995.2 2.2 2.517.142.810.367.5 3.884.4 1.194.1 61.4 4.5 1.3 75.957.439.

1.735294118 0. Appendix B : Descriptive Statistics Table : 2.Group Food/ Makanan Cereals/ Padi-padian/ 38 122 Preparedfood and beverages/ Makanan dan minuman jadi 54 326 Fish/Ikan 18454 Vegetables/ Sayur-sayuran 16 813 44 004 44 415 63 286 21 467 18 995 81 470 25 369 25 549 2. Customers Satisfaction Table Customer Satisfaction Mean Standard Error Median 0.106045626 1 .

125692203 3 -1 2 14 34 0.382352941 0.91461764 -0.82085126 0.2.673796791 Kurtosis Skewness Range Minimum Maximum Sum Count 0.618346942 0.343104625 0.14077483 0 0 .59231916 3 -1 2 25 34 2.Mode Standard Deviation Sample Variance Kurtosis Skewness Range Minimum Maximum Sum Count 1 0. Product Price Product Price Mean Standard Error Median Mode Standard Deviation Sample Variance 0.411764706 0.

Product Design Product Design Mean Standard Error Median Mode Standard Deviation Sample Variance Kurtosis 0.097816146 1 1 2.133903572 1 1 . Taste Taste Mean Standard Error Median Mode Standard Deviation Sample Variance Kurtosis 0.78078529 0.911764706 0.4.023417027 2 0 2 31 34 0.570361239 0.2.3.295783267 Skewness Range Minimum Maximum Sum Count 0.764705882 0.325311943 0.609625668 0.

0.5. Hospitality of Service Hospitality Mean Standard Error Median 0.588235294 0.572312573 Taste Line Fit Plot Tingkat Kepuasan 3 2 1 0 -1 -1 0 1 2 3 Tingkat Kepuasan Predicted Tingkat Kepuasan -2 -2 Rasa Makanan Skewness Range Minimum Maximum Sum Count 0.043534668 3 -1 2 26 34 • Taste Line Fit Plot 2.15291375 1 .

795008913 - Kurtosis 0.588257063 - Skewness Range Minimum Maximum Sum Count 2. Convenience of Outlet 0.146164568 3 -1 2 20 34 .6.Mode Standard Deviation Sample Variance 1 0.891632723 0.

365336896 Skewness Range Minimum Maximum Sum Count 0.152226494 1 1 • Convenience Line Fit Plot Convenience Line Fit Plot Tingkat Kepuasan 3 2 1 0 -1 -1 0 1 2 3 -2 kenyamanan Tingkat Kepuasan Predicted Tingkat Kepuasan -2 .887625365 0.552468006 3 -1 2 34 34 1 0.787878788 Kurtosis 0.Convenience Mean Standard Error Median Mode Standard Deviation Sample Variance 0.

588235294 0. Service Speed Speed of Services Mean Standard Error Median Mode Standard Deviation Sample Variance 1.441176471 0.556920486 0.373072382 4 -2 2 15 34 0.185548753 1.7.724211811 Skewness Range Minimum Maximum Sum Count 0.203319934 1 1 2.2.310160428 0.095511075 1 1 . Cleanliness of Outlet Cleanliness Mean Standard Error Median Mode Standard Deviation Sample Variance 0.405525847 Kurtosis 0.8.

2.T-Test Table Standard Coefficients Intercept Product Price Product Design Taste Hospitality 0.14252072 -0.000207944 0.249755779 0.110821066 0.17006E-05 7 8.141156692 0.082259 0.928752654 2 -1 1 20 34 3.162428973 0.329545332 0.117901596 Skewness Range Minimum Maximum Sum Count 0.61764706 3.115369923 Error t Stat P-value Lower 95% Upper 95% 0.1 ANOVA TABLE ANOVA Df Regression Residual Total SS MS F Significance F 1.477551744 0.280010489 9.256366 0.309214476 0.240975894 -0.256733172 0.417874 4.960073421 1.140675909 33 12.461451274 0.043768027 0.799405472 -0.151196151 0.904829667 0.64831233 -0.312998706 0.705348 -0.099002782 26 3.657573638 0. APPENDIX C 3.094848643 0.199958179 0.Kurtosis 0.096144954 -1.036589797 -0.238732 .127722763 0.373864106 -0.

384321 1.Speed of Svc.346686988 0.3.4.204014915 0.16400575 0.731616742 -0.215499798 -0.075283738 0.026099893 0.429553 3.028095653 0.128648048 0.087717687 0.Convenience Graphic Slope .129186632 0.Taste Slope Graphic 3.023708628 0. Convenience Cleanliness 0.269525699 0.101541176 0.325812759 0.180848 2.

5.3.Questionnaire .

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