Daftar Isi: Evaluasi Kualitas Pelayanan (Service Quality) Terhadap Kepuasan Konsumen Rumah Makan “Waroeng Steak And Shake” Di Kotamalang

Daftar Isi:

Research study was conducted at the “waroeng steak and shake”, located in the Soekarno-Hatta Malang. Research was conducted from July 1th to September 29th 2014. The purpose of this research was to investigate the effect of service quality on customer satisfaction. 100 consumers were obtained by accidental sampling method. Primary data were collected from instructured quesionairre, whereas secondary data were gathered the restaurant and other related sources. The result of the analysis shows that service quality it’s scale with independent variable are tangible (X1), reliability (X2), assurance (X3), responsiveness (X4) and empathy (X5) influence significant on the satisfaction customer’s, that variables analized used multiple linier regression and R2 = 0,553, it’s mean that of independent variables togethers influence customer’s satisfaction as number 55,3 percent and 44,7 percent customer’s satisfaction influence of others variables. The dominant factor’s influence to customer’s satifaction are reliability (X2).