ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN KULINER TAMAN BELITONG BANDAR LAMPUNG
AN ANALYSIS OF THE QUALITY OF THE SERVICE FOR CUSTOMER SATISFACTION ON BELITONG PARK CULINARY
The purpuse of this research is to know and analyze the effects of reliability, responsiveness, assurance, emphaty, and tangiblesto influence the customer satisfactionon Belitong Park Culinary Bandar Lampung.
This research consisted of ninety respondent there is customer of Belitong Park Culinary Bandar Lampung. In the methode do applying for collecting data by documentation study, observation and interview, and then the angket. For processing data using the multiple regression analysis to know relation indefendent variable (X1) reliability, (X2)responsiveness, (X3)assurance, (X4)emphaty and (X5)tangiblesto influence defendant variable (Y) customer satisfaction. Furthermore in its data analysis using SPSS Statistics 22 program.
The results of these research appeared that by significant 0,05 for two side test 2,5% and n =90 to obtain t statistics’s table 1,98861. But t from testing 2,269 for reliability, 2,139 for responsiveness, 3,578 for assurance, 2,014 for emphatyand 4,092 for tangibles, therefore reliability, responsiveness, assurance, emphaty, and tangibles has positive significant influences to customer satisfactionon Belitong Park Culinary Bandar Lampung. This result could be explained that testing of F and testing of t statistics. F statistics’s table 2,32 but F testing 329,620 by statistics’s table therefore reliability, responsiveness, assurance, emphaty, and tangibles is to’gether has positive significant influences customer satisfactionon Belitong Park Culinary Bandar Lampung.
Keywords: Reliability, Responsiveness, Assurance, Emphaty, Tangibles, andCustomer Satisfaction