PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Rumah Makan Suka Ramai Kota Kupang)

Abstract

This research was conducted at Suka Ramai Restaurant, Kupang City.The purpose of this research
is to know the influence of Service Quality consisting of Tangible, Responsiveness, Reliability,
Assurance, and Empathy partially and simultaneously to Customer Satisfaction. The population in
this reseach were Suka Ramai Restaurant’s customers. Samples taken as many as 100 respondents
by using Accidental Sampling Technique. The analysing tool in this research is Multiple Linear
Regression Analysis. The analysis includes: Multiple Analysis Test, Classical Assumption Test,
Hypothesis Testing (F Test And t Test) And Coefficient of Determination Analysis (R2). The result
of research had obtained Regression Equation : Y= 4,737 + 0,524X1 + 0,461X2 + 0,145X3 +
0,257X4 + 0,420X5. Based on statistical data analysis of Classical Assumption Testing, Regression
Model is normally distributed. The result of Hypothesis Testing using t Test is obtained that the 5
independent variables have significant effect partially on Customer Satisfaction variable. While the
result of F Test shows that the 5 independent variables have a significant effect simultaneously on
Customer Satisfaction. The value of Adjusted R Square of 0,829 indicates that 82,9% of Customer
Satisfaction variable is influenced by independent variable in the Regression Equation. While the
rest 17,1% of Customer Satisfaction variable is influenced by other variables that are not discussed
in this research.
Keywords : Service Quality (Tangible, Responsiveness, Reliability, Assurance, And Empathy)
And Customer Satisfaction.