ANALISIS KUALITAS PELAYANAN (SERVICE QUALITY) TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN SOP AYAM PAK MIN KLATEN DI MALANG
ABSTRACT: The objective of
this research was to identify consumer behavior and to analyze factors that
influenced consumer satisfaction in purchasing products of sop ayam Pak Min
Klaten in Malang. The research was conducted from December 2012 to January
2013. One hundred and fifty customers were chosen as respondents by accidental
sampling method. Data were analyzed by multiple regression analysis. The study
found that there were significant influences between tangible, reliability,
responsiveness, assurance and empathy on customer satisfaction. The study
concluded that tangible, reliability and empathy influenced dominantly
customers’ satisfaction.
Keywords: tangible,
reliability, responsiveness, assurance, empathy, customer satisfaction
Penulis: Riyan Afri Yansah,
Budi Hartono, M. B. Hariyono
Kode Jurnal: jppeternakandd130082
