Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan (Studi Kasus pada Charly VHT Family Karaoke Cabang Garut)

Abstract

Customer satisfaction on service quality is often a problem faced by a company engaged in the field of services. Customer satisfaction is influenced by the fit between customer expectations before using the services with the benefits afterusing the services. This study was conducted to determine the effect of service quality on customer satisfaction. The population was Charly VHT Family Karaoke Garut. The sample in this study amounted to 97 respondents from Charly VHTFamily Karaoke Garut. This study used a multiple regression analysis using SPSS software and Lisrel software. The results of testing show that tangible dimension does not significantly influence customer satisfaction partially. While the dimensions of reliability, responsiveness, assurance, and empathy have significant effect on customer satisfaction partially by 100%. Meanwhile, tangible, reliability, responsiveness, assurance, and empathy have a significant effect on stock pricessimultaneously by 77%.Keywords: tangible, reliability, responsiveness, assurance, empathy, and customer satisfaction.