THE INFLUENCE OF SERVICE QUALITY ON CONSUMER SATISFACTION (STUDY ON RESTAURANTS AND RESTAURANTS IN KARO DISTRICT
DOI:
https://doi.org/10.51827/jiaa.v9i2.95Keywords:
service, consumer satisfactionAbstract
This study aims to analyze the effect of service quality (physical evidence, reliability, responsiveness, assurance and empathy) on customer satisfaction at restaurants and restaurants in Karo Regency. The analytical method used in this research is descriptive statistical analysis and linear regression analysis. The results showed that physical evidence (X1) had a positive and significant effect on customer satisfaction. Reliability (X2) has a positive and significant effect on customer satisfaction. responsiveness (X3) has no significant effect on customer satisfaction. Assurance (X4) has a positive and significant effect on customer satisfaction. and Empathy (X5) has no significant effect on customer satisfaction.
References
Moenir, A. S. (2008). Manajemen pelayanan umum di Indonesia.
Sugiarto, E. (1996). Hotel Front Office Administ. Endar Sugiarto. Gramedia Pustaka Utama.
Sugiyono, D. (2013). Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D.
Sulastiyono, A. (2002). Manajemen Penyelenggaraan Hotel, Edisi pertama, Bandung: Penerbit CV. Alfabeta.
Suryana, Y. (2015). Metode penelitian manajemen pendidikan.
Tjiptono, F. (2007). Service, quality satisfaction.
Sugiarto, E. (1996). Hotel Front Office Administ. Endar Sugiarto. Gramedia Pustaka Utama.
Sugiyono, D. (2013). Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D.
Sulastiyono, A. (2002). Manajemen Penyelenggaraan Hotel, Edisi pertama, Bandung: Penerbit CV. Alfabeta.
Suryana, Y. (2015). Metode penelitian manajemen pendidikan.
Tjiptono, F. (2007). Service, quality satisfaction.
Published
2022-10-26
How to Cite
[1]
S. R. Lubis, “THE INFLUENCE OF SERVICE QUALITY ON CONSUMER SATISFACTION (STUDY ON RESTAURANTS AND RESTAURANTS IN KARO DISTRICT”, JIAA, vol. 9, no. 2, pp. 61-70, Oct. 2022.
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Section
Jurnal
