PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PENGUNJUNG CIPUTRA WORLD SIDOARJO

Abstract

The purpose of this research is to find out the influence of physical evidence, reliability,
responsiveness, assurance and empathy variables to the service users on Ciputra World Sidoarjo. The
population is the visitors of Ciputra World Sidoarjo and 100 people have been selected by using
accidental sampling. Multiple regression analysis has been used as the analysis technique. The result
of the research shows that service quality which consists of physical evidence, reliability,
responsiveness, assurance and empathy to the visitor’s satisfaction on Ciputra World Sidoarjo is
significant. It shows that these variables are feasible to be used in this research model. This condition
also indicates that the fluctuation of visitor’s satisfaction on Ciputra World Sidoarjo depends on the
fluctuation of service quality which has been provided by the company. This result is supported by the
acquisition of correlation coefficient which shows that the correlation among these variables to the
decision of visitors on Ciputra World Sidoarjo is firm. The result of partial test shows that variables
which have been applied in this research i.e: physical evidence, reliability, responsiveness, assurance
and empathy each of them has significant and positive influence to the visitor’s satisfaction on Ciputra
World Sidoarjo. It indicates that when the service quality is getting better, the customer’s satisfaction
will improve as well.

Keywords: physical evidence, responsiveness, assurance, empathy, and visitor’s satisfaction