KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK DAN PELAYANAN DI BEBEK TEPI SAWAH RESTAURANT CABANG UBUD-YOGYAKARTA

Abstract

ABSTRAK
Tujuan penelitian ini adalah untuk mengetahui : (1) Kepuasan konsumen terhadap kualitas produk
yang di berikan di Bebek Tepi Sawah Restaurant cabang Ubud-Yogayakarta. (2) Kepuasan konsumen
terhadap kualitas pelayanan yang diberikan di Bebek Tepi Sawah Restaurant cabang UbudYogayakarta.
Jenis
Penelitian
survey
dengan
pendekatan
deskriptif
kuantitatif.
Penelitian
dilaksanakan

mulai

April 2016 sampai Oktober 2016. Populasi penelitian adalah konsumen Bebek Tepi Sawah
Restaurant cabang Ubud-Yogyakarta sebanyak 175 orang selama 1 minggu. Sampel penelitian di
tentukan dengan tabel issac and Michael dengan taraf signifikansi kesalahan 5% maka di dapatkan
sampel 119 orang. Hasil Uji validitas instrumen 3 item pernyataan tidak valid, selanjutnya 3 item
tersebut tidak dipakai karena sudah terwakili oleh pernyataan yang lainnya, sehingga jumlah kuisioner
33 pernyataan. Data dikumpulkan dengan angket. Analisis data digunakan adalah analisis GAP dan
TKi. Penelitian dilaksanakan di Bebek Tepi Sawah Restaurant cabang Ubud-Yogyakarta jalan Damai
No. 78, Ngagglik, Sleman, Yogyakarta. Berdasarkan hasil penelitian dapat disimpulkan (1) konsumen
belum merasa puas atas kualitas produk dilihat dari hasil nilai tingkat kesesuaian indikator kualitas
produk sebesar 87.90%. (2) konsumen belum merasa puas atas kualitas Produk dilihat dari hasil nilai
tingkat kesesuaian indikator kualitas pelayanan sebesar 95.72%.
Kata Kunci : Kepuasan Konsumen,Bebek Tepi Sawah Restaurant, Kualitas Produk,
Kualitas Pelayanan

Costumer Satisfaction On Product Quality and Service in Bebek Tepi Sawah Restaurant Cabang
Ubud-Yogyakarta

ABSTRACT
The purpose of this research is to find out: (1) Consumers satisfaction on the quality of the products in
Bebek Tepi Sawah Restaurant Ubud branch-Yogayakarta. (2) Consumers satisfaction with quality of
services in Bebek Tepi Sawah Restaurant Ubud cabang-Yogayakarta. This research is descriptive
quantitative with survey approach. This research executed from April 2016 until October 2016. The
population in this research are consumers at Bebek Tepi Sawah Restaurant Ubud cabang-Yogyakarta
as many as 175 people. Sample in this research obtained as many as 119 people who were determined
by Issac and Michael table with a significance level 5% error. From the results of the validity test
instrument , 3 items of the statement was not valid from 36 statements, then all three items were
deleted and not used because that were already represented by another statements. The data were
collected by using a questionnaire. The data analysis are used GAP and Tki analysis.This research
was conducted in Bebek Tepi Sawah Restaurant cabang Ubud-Yogyakarta on damai street no. 78,
Ngagglik, Sleman, Yogyakarta. Based on the research results, it can be concluded that (1) consumers
are not satisfied with the products quality that can be seen from the results of the level conformity
product quality indicators at 87.90%. (2) consumers are not satisfied with the service quality that can
be seen from the results of the level conformity service quality indicators at 95.72%.
Keywords : Consumer Satisfaction, Bebek Tepi Sawah Restaurant, Quality Products,
Quality Service