Open AccessAnalisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Rumah Makan Wong Solo Cabang Lampriet Banda Aceh
Author(s) -
Rudi Triadi Ramadhan,
Yulindawati Yulindawati
Publication year - 2021
Publication title -
jurnal ilmiah mahasiswa ekonommi dan bisnis islam/jurnal ilmiah mahasiswa ekonommi dan bisnis islam
Language(s) - English
Resource type - Journals
eISSN - 2774-5864
pISSN - 2746-489X
DOI - 10.22373/jimebis.v2i1.200
Subject(s) - business , business administration , customer satisfaction , service quality , empathy , reliability (semiconductor) , service (business) , psychology , marketing , social psychology , power (physics) , physics , quantum mechanics
The results of the study found that there was a simultaneous influence on aspects of service reliability, responsiveness, assurance, empathy, and physical evidence on customer satisfaction. Partially, only the responsiveness aspect has an insignificant effect, the other four aspects have a significant influence. The influence of service quality aspects on customer satisfaction is 42.6% and the rest is 57.4%, influenced by other factors outside the variables of this study. Seeing the aspect of responsiveness that is not significant, it is recommended that management improve performance on the aspect of responsiveness to be more alert and fast in providing services to customers.