Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan (Studi Kasus pada Charly VHT Family Karaoke Cabang Garut)
Abstract: Customer
satisfaction on service quality is often a problem faced by a company engaged
in the field of services. Customer satisfaction is influenced by the fit
between customer expectations before using the services with the benefits after
using the services. This study was conducted to determine the effect of service
quality on customer satisfaction. The population was Charly VHT Family Karaoke
Garut. The sample in this study amounted to 97 respondents from Charly VHT Family
Karaoke Garut. This study used a multiple regression analysis using SPSS
software and Lisrel software. The results of testing show that tangible
dimension does not significantly influence customer satisfaction partially.
While the dimensions of reliability, responsiveness, assurance, and empathy
have significant effect on customer satisfaction partially by 100%. Meanwhile,
tangible, reliability, responsiveness, assurance, and empathy have a
significant effect on stock prices simultaneously by 77%.
Penulis: Elis Reynata Sulaeman
Kode Jurnal: jpmanajemendd150664
