Analisis Kualitas Pelayanan terhadap Tingkat Kepuasan Pelanggan | Zendy

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Analisis Kualitas Pelayanan terhadap Tingkat Kepuasan Pelanggan

Author(s) -

Ika Triana,

Agung Gita Subakti

Publication year - 2017

Publication title -

the journal tourism and hospitality essentials journal

Language(s) - English

Resource type - Journals

eISSN - 2549-9920

pISSN - 2460-366X

DOI - 10.17509/thej.v7i1.6845

Subject(s) - customer satisfaction , service quality , psychology , sample (material) , quality (philosophy) , service (business) , test (biology) , descriptive statistics , business , consumer satisfaction , marketing , advertising , statistics , mathematics , paleontology , philosophy , chemistry , epistemology , chromatography , biology

The purpose of this study is to analyze the service quality toward customer satisfaction at X Japanese Restaurant. The writer is using the descriptive and associative-causal method. 100 people who are visitors to the restaurant were taken as the sample for this research. The analysis that was used are t-test and by verifying the hypothesis, these methods were used to determine the final result or conclusion of the study. This study showed that customer satisfaction is 75,1 % influenced by service quality and it also reveals a very strong relation between service quality and customer satisfaction at X Japanese Restaurant.

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