Analisis Faktor-Faktor Kualitas Layanan Yang Mempengaruhi Kepuasan Konsumen Pada Restoran Saoenk Kito

Hansen, Rendy (2015) Analisis Faktor-Faktor Kualitas Layanan Yang Mempengaruhi Kepuasan Konsumen Pada Restoran Saoenk Kito. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

This research is motivated by the increase of restaurant customer is rapidly increasing. This sparked competition among manufacturers in attracting costumers in service quality sector to make costumers purchases The purpose of this study was to determine the effect of the quality service that consists of physical evidence, reliability, responsiveness, assurance and empathy towards customer satisfaction at Saoenk Kito Restaurant. This study used a qualitative research using questionnaires to 100 Saoenk Kito Restaurant visitors. The data analysis technique used in this study is multiple linear regression analysis. It was found that the variable quality of services consisting of physical evidence, reliability, responsiveness, assurance, and empathy simultaneously have an influence on customer satisfaction in the Saoenk Kito Restaurant and the variable quality of services consisting of physical evidence, reliability, responsiveness, assurance, and empathy partially positive and significant effect on customer satisfaction in the Saoenk Kito Restaurant.

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