PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PADA CYCLO CAFE DI SIDOARJO

Abstract

Service quality is the level of excellence which has been expected by the customers. If the services which have been received or perceived in accord with what it has been expected by the customer, then the service quality can be said quite good and satisfactory. The purpose of this research is to find out the influence of the dimension of service quality to the customer satisfaction. The population is the customer who has ever purchased at Cyclo Cafe Sidoarjo. The sample collection technique has been carried out by using accidental sampling and 100 people have been selected as samples. The analysis technique has been carried out by using the multiple linear regressions analysis. The result of test describes that the influence of the dimension of service quality to the customer satisfaction is significant. The result indicates that the models which have been used in this research are feasible for the following research. It is supported by the acquisition of the correlation which describes the correlation among these variables to the customer satisfaction is firm. The partial test describes that each dimension of service quality which consists of physical evidence, reliability, responsiveness, assurance and empathy have positive and significant influence to the customer satisfaction who has ever purchased at Cyclo Cafe Sidoarjo.
Keywords: Physical Evidence, Reliability, Responsiveness, Assurance, Empathy and Customer Satisfaction.