Analisis kualitas pelayanan (service quality) terhadap kepuasan konsumen pada rumah makan sop ayam Pak Min Klaten di Malang
Abstract
The objective of this research was to identify consumer behavior and to analyze factors that influenced consumer satisfaction in purchasing products of sop ayam Pak Min Klaten in Malang. The research was conducted from December 2012 to January 2013. One hundred and fifty customers were chosen as respondents by accidental sampling method. Data were analyzed by multiple regression analysis. The study found that there were significant influences between tangible, reliability, responsiveness, assurance and empathy on customer satisfaction. The study concluded that tangible, reliability and empathy influenced dominantly customers’ satisfaction.
Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction
Downloads
How to Cite
Yansah, R. A., Hartono, B., & Hariyono, M. B. (2014). Analisis kualitas pelayanan (service quality) terhadap kepuasan konsumen pada rumah makan sop ayam Pak Min Klaten di Malang. Jurnal Ilmu-Ilmu Peternakan (Indonesian Journal of Animal Science), 23(1), 30–34. Retrieved from https://jiip.ub.ac.id/index.php/jiip/article/view/141
Issue
Section
Articles
License
Authors who publish with this journal agree to the following terms:- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).