PENGARUH MUTU PELAYANAN TERHADAP TINGKAT KEPUASAN PENGUNJUNG KOPROS COFFEE MERJOSARI MALANG

Abstract

ABSTRACT

This 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