PENGARUH DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN UD. HARAPAN INDAH

Abstract

This study aims to determine the influence between tangible, reliability, responsiveness, assurance and empathy in service quality towards customer satisfaction in UD. Harapan Indah by using a quantitative analysis method. A number of population of this study is 337 person which are currently active customers in UD. Harapan Indah while the sum of the sample in this study is 183 person. The data was collected by using a questionnaire whereas the multiple linier regression is used as a data analysis method. The result showed that all the independent variabel starting from tangible, reliability, responsiveness, assurance and empathy has significant effect on the customer satisfaction in UD. Harapan Indah.