ANALISIS PENGARUH KUALITAS PELAYANAN (SERVICE QUALITY / SERVEQUAL) TERHADAP KEPUASAN PELANGGAN (STUDI KASUS RUMAH MAKAN MAS GENDUT DESA PAYUNG)

Abstract

From the research results obtained tcount (2.274)>ttable (1.662) means that H0 is rejected H1 is accepted, it can be concluded that the physical evidence variable (X1) has a partial effect on customer satisfaction. Second, from the research results obtained tcount (2.731)>ttable (1.662) means that H0 is rejected H2 is accepted, it can be concluded that the reliability variable (X2) has a partial effect on customer satisfaction. Third, from the research results obtained tcount (1.176) <ttable (1.662) means that H3 is rejected H0 is accepted, it can be concluded that the responsiveness variable (X3) has no partial effect on customer satisfaction. Fourth, from the research results obtained tcount (1.996)>ttable (1.662) means that H0 is rejected H4 is accepted, it can be concluded that the guarantee variable (X4) has a partial effect on customer satisfaction. Fifth, from the research results obtained tcount (4.159)>ttable (1.662) means that H0 is rejected H5 is accepted, it can be concluded that the empathy variable (X₅) partially influences customer satisfaction.  Based on the results of research conducted by researchers on physical evidence, reliability, responsiveness, assurance and empathy variables simultaneously (simultaneously) to customer satisfaction obtained Fcount of 36.850 greater than Ftable 2, 47 with a significance value of 0.001 <0.05 so that the variables of physical evidence, reliability, responsiveness, assurance and empathy together (simultaneously) have a positive and significant effect on customer satisfaction.