CD Skripsi

Analisis Tingkat Kepuasan Pelanggan Atas Kualitas Layanan Pada Restoran Dan Cafe Nilam Sari Di Bandar Petalangan Kabupaten Pelalawan

---

The purpose of this study was to determine the level of customer satisfaction in terms of service quality based on the dimensions of Tangible (Reliability), Reliability (Responsiveness), Assurance (Assurance) and Emphaty (Empathy), on the quality of services in Restaurants and Cafes Nilam Sari at Petalangan Bandar, Pelalawan District. The population in this study were all customers of Restaurant and Cafe Nilam Sari whose numbers were unknown (indefinite), with a total sample of 119 respondents. Primary data was collected by questionnaire as an instrument to prove the results of the study, to test the hypothesis in this study was to use the Importance Performance Analysis (IPA) analysis method with Statistical Product and Service (SPSS) version 21. The results of this study indicate that, obtained a comparison between performance and expectations of -34,53. With the highest gap lies in the dimensions of responsiveness on the speed attribute presented by the order menu with a gap value of -135 and the lowest gap lies in the tangible dimension on the attribute of the availability of a wide and safe parking space with a gap value of -9. Whereas in the Cartesian diagram quadrant I is the main priority quadrant in which there are 6 dimension items that must be corrected immediately. Keywords: Service Quality, Customer Satisfaction

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

02 02. 118 (0172)

Penerbit

Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen., 2018

Deskripsi Fisik

xiv, 71 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

02 02. 118 (0172)

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

MANAJEMEN

Info Detail Spesifik

-

Pernyataan Tanggungjawab

DAUS

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar