PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA PT. ADI RAHARJA UTAMA SURABAYA

Abstract

Service quality is a strategy which is very important for the success and the development of a business
organization. The purpose of this research is to find out the influence of service quality which consists
of physical evidence, reliability, responsiveness, guarantee and empathy to the customers’ satisfaction.
The population is the consumers who use the services of a pest control especially termite extermination
in the months of January to October 2014 at PT. Adi Raharja Utama (Shield Pest Control) in
Surabaya. The purposive sampling is used as the sample collection technique and 94 people have been
selected as samples. The multiple regressions analysis is used as the analysis technique. The result of
this research describes that service quality variables which consist of physical evidence, reliability,
responsiveness, guarantee and empathy have influence to the customers’ satisfaction variable.
Keywords: Service Quality, Customers’ Satisfaction