PENGARUH BAURAN PEMASARAN JASA TERHADAP KEPUASAN PELANGGAN PADA RUMAH MAKAN BEBEK 75

Abstract

This research is aimed to find out the influence of mix marketing service which consists of product, price, place,
promotion, process, people, physical evidence and quality to the customer satisfaction at Rumah Makan Bebek
75 Surabaya. The object of the research is Rumah Makan Bebek 75 Surabaya. The samples are 98 respondents.
The sample collection technique has been carried out by using accidental sampling method. The data analysis
technique has been conducted by using multiple linear regressions analysis. The result of the test shows that all
mix marketing service which consists of product, price, place, promotion, process, people, physical evidence and
quality have positive and significant influence to the customer satisfaction at Rumah Makan Bebek 75
Surabaya. Product quality and food taste which has been a trademark have to be maintained. Promotion by
using brochure about service quality and creating information about Rumah
Makan Bebek 75 Surabaya in order
to be able to do online promotion and selling is required to be followed up. Therefore in the following research,
research on similar restaurants is required to be conducted as a reference in order to improve quality and
competitiveness of Rumah Makan Bebek 75.

Keywords: mix marketing, service, customer satisfaction.