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PENGARUH MUTU PELAYANAN TERHADAP TINGKAT KEPUASAN PENGUNJUNG KOPROS COFFEE MERJOSARI MALANG

Jurnal Ilmiah Riset Manajemen

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Title PENGARUH MUTU PELAYANAN TERHADAP TINGKAT KEPUASAN PENGUNJUNG KOPROS COFFEE MERJOSARI MALANG
 
Creator Sayuti, Sayuti
Wahono, Budi
ABS, Muhammad Khoirul
 
Description ABSTRACTThis study was conducted to determine the factors that affect the quality of service to the level of visitor satisfaction. By using the variables 1.Potential responsive, 2.Skill, 3.Giuaratee, 4Proutd, 5.reality direct. This study used survey method, using questionnaire as a measuring tool to obtain respondent data, where how to determine the number of respondents, using percentage 10% to 20% of the 350 population so that the sample obtained 70% of respondents.The result of this research of service quality influence simultaneously and partially to visitor satisfaction level, and it is said significant, F value count is equal to 222,331 while value of F table 2,8432. So F count> Ftable or significant F <5% (0,000 <0.005). This means that together (simultaneously) the five variables affect the visitor's satisfaction or in other words H1a accepted and H10 rejected. As for the partial also said to be significant, the value of T-hitung> 0,05. Response of 3.047, Reliability of 1.555, Guarantee of 3.191, Empathy of 0.801, Direct Evidence of 1.310. Key word : responsiveness, skill, guarantee, empathy, direct evidence
 
Publisher Jurnal Ilmiah Riset Manajemen
 
Contributor —
 
Date 2017-08-18
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://riset.unisma.ac.id/index.php/jrm/article/view/500
 
Source Jurnal Ilmiah Riset Manajemen; e-Jrm Vol. 06 No. 5 Agustus 2017
 
Language eng
 
Relation http://riset.unisma.ac.id/index.php/jrm/article/view/500/532
 
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