Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Rumah Makan Pondok Kelapo Di Palembang

., Jimmy (2015) Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Rumah Makan Pondok Kelapo Di Palembang. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

This study aims to determine the effect of service quality on customer satisfaction at Restaurant Pondok Kelapo Palembang. Dimensional measurement quality using five dimensions of service quality that consists of reliability, responsiveness, tangibles, assurance, and empathy. The population used in this study are all consumers that exist in the Restaurant Pondok kelapo Palembang. The sample in this study were 100 respondents. The sampling technique using a convenience sampling. Hypothesis testing using multiple linear regression analysis with SPSS ver 16.0. Test results showed that the five dimensions of service quality variables significantly influence consumer satisfaction.

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