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PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PELANGGAN DAPOER MIE GALAU, KOTA MALANG

Fauziyah, Nadira (2018) PENGARUH KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN PELANGGAN DAPOER MIE GALAU, KOTA MALANG. Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

Quality of service is a business serving in the culinary world where it is made to the satisfaction of consumer behavior. Customers can assess the quality of restaurant services to determine the good and bad of the business. The waitress are an important aspect of doing a business. Quality of service also has an impact on customer satisfaction, therefore for providing services must be done in accordance with the service function. This study aims to (1) find out the quality of service at Dapoer Mie Galau; (2) to find out customer satisfaction at Dapoer Mie Galau; and (3) knowing the effect of service quality (physical evidence, reliability, responsiveness, assurance, and empathy) on customer satisfaction in Dapoer Mie Galau. The sampling method was done by accidental sampling which was applied to as many as 120 peoples. The type of data used is quantitative data. Methods of collecting data are with primary data and secondary data. The research instrument used was the Likert scaleand and the data analysis method used is multiple linear regression analysis. The research results show that as physical proof of (x1) , dependability (x2) , responsiveness of (x3) , community health insurance scheme jaminan (x4) and empathy (x5) to have an influence poositif and significantly correlates with customer satisfaction. The results showed that the physical evidence (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) had a positive and significant effect towards customer satisfaction.

Item Type: Thesis (Bachelors Degree (S1))
Additional Information: 201410210311144
Uncontrolled Keywords: Assurance, Customer Satisfaction, Empathy, Physical Evidence, Reliability, Responsibility, and Service Quality.
Subjects: S Agriculture > S Agriculture (General)
Divisions: Faculty of Agriculture & Animal Husbandry > Department of Agribusiness
Depositing User: Administration Library UMM 2
Date Deposited: 18 Feb 2019 01:29
Last Modified: 18 Feb 2019 01:29
URI : http://eprints.umm.ac.id/id/eprint/44335

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