PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN IDOLA MOJOSARI MOJOKERTO PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH

DEVI AGUSTYANINGSIH, DEVI AGUSTYANINGSIH (2019) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN IDOLA MOJOSARI MOJOKERTO PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH. Bachelor thesis, UNIVERSITAS ISLAM MAJAPAHIT MOJOKERTO.

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Abstract

ABSTRACT Agustyaningsih, Devi. 2018. The Influence of Service Quality on Consumer Satisfaction at the Restaurant Idola Mojosari Mojokerto. Thesis, Management Study Program, Faculty of Economics, Majapahit Islamic University (UNIM). Advisor I : Budi Utami. SE., MM Advisor II : M. Syamsul Hidayat, SE., MM Restaurants need to find ways to maintain and continue to improve service quality. Factors that determine customer satisfaction, one of them is consumer perception of service quality that focuses on five dimensions of service quality, namely: tangibles, reliability, responsiveness, assurance, and empathy . The purpose of this study are: To find out and analyze service quality variables consisting of reliability (X1), responsiveness (X2), assurance (X3), attention (X4), and direct evidence (X5) partial, simultaneous and dominant influence on Consumer satisfaction variable (Y) in Mojosari Idola restaurant. This research design uses a quantitative research approach, which refers to the flow of positivism or an activity that has the results of conclusions that have a clear and definite nature. The population in this study were all consumers of Mojosari Idol Mojerto restaurants who bought and recorded on April 1 - April 30 2018 2018 with a total of 560 people. Of the total population of the study amounting to 560 people then calculated using the sampling formula, the number of samples used in this study was 233 respondents. This study uses multiple linear regression analysis techniques. The results of this study are: 1) There is a partial effect on the quality of service which consists of reliability, responsiveness, assurance, attention, and direct evidence of the variable customer satisfaction (Y) in the Mojosari Idola restaurant. 2) There is a simultaneous effect of service quality variables consisting of reliability, capture power, assurance, attention, and direct evidence of the variables of customer satisfaction in Mojosari Idol restaurant. 3) Attention variables have more dominant influence on consumer satisfaction than reliability, responsiveness, assurance and direct evidence. Keywords: Service Quality, Consumer Satisfaction

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