PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MIE RAMPOK PONDOK JATI SIDOARJO

Abstract

This study aims to determine whether the dimensions in service quality are Tangibles, Reliability, Responsiviness, Assurance, and Empathy have significant influence on customer satisfaction of Mie Rampok Pondok Jati Sidoarjo. This type of research used quantitative with comparative causal method that is type of research with problem characteristic of causation between two variables or more. The population in this research are consumers who become customers in Mie Rampok Pondok Jati Sidoarjo which amount 100 respondents. The sampling technique that been used is Non-Probability Sampling with Accidental Sampling approach, which is sample determination technique based on chance, ie who happens to meet with the researcher can be used as sample if considered suitable. The analysis method used un this research is multiple liniear regression analysis with using SPSS application tools (Statistical Product and Service Solutions version 22). The results of this research indicates that the variables Tangibles, Assurance, and Empathy have a significant influence on the customer satisfaction. While the variable Reliability and Responsiveness have no significant influence on customer satisfaction. The quality of service has significant influence on customer satisfaction at Mie Rampok Pondok Jati Sidoarjo.
Keywords : Quality of service, Tangibles, and consumer satisfaction