ANALISIS PENGARUH LIMA DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA USAHA PEMOTONGAN AYAM SAUDARA USMAN DI PANGKAL PINANG

Abstract

       This study aims to determine the effect of five dimensions of service quality on customer satisfaction in the business of slaughtering Brother Usman's chicken in Pangkalpinang. This research was conducted on the business customers of Brother Usman. This research is a quantitative descriptive study with a survey method with a questionnaire instrument. The number of samples in this study were 99 respondents. The results showed that the five dimensions of service quality had a significant effect on customer satisfaction, where the Reliability variable (X₂) had a very large influence namely 5.265 and the Responsiveness variable (X₄) had a significant negative effect.