Layanan penulisan ilmiah yang disediakan oleh Perpustakaan Universitas Gunadarma
ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN PADA RUMAH MAKAN BAKMI JAPOS CABANG KE 21, BEKASI
ABSTRAKSI :
ABSTRACT Ludwig Edmond Sahetapy, 112 07 522 ANALYSIS OF CONSUMERS SATISFACTION LEVELS OF SERVICE QUALITY AT RESTAURANT BAKMI JAPOS BRANCHES 21, BEKASI PI. Mayors of Management, Faculty of Economics, Gunadarma University 2010 Keyword : Consumers Satisfaction, Service Quality (xii + 55 + Attachment) Consumers satisfaction is feeling happy or disappointed in someone who comes after comparing between perception / impression of the performance (results) of a product and it’s expectations. Scientific writing is titled Analysis of Consumers Satisfaction Levels of Service Quality at Restaurant Bakmi Japos Branches 21, Bekasi. In scientific writing is explored five dimensions of service quality that affect the consumer that is composed of reliability, responsiveness, assurance, empathy, and tangible objects. On the dimensions of 79.40% reliability, responsiveness dimension of 64.13%, 81.40% dimension of assurance, empathy dimension of 76.90%, and tangible dimensions of 73.10%. By using chi square analysis shows that from the fifth dimension, calculate the value of chi square = 237.34 is greater than the chi square table = 26.29 then Ho is rejected and Ha accepted, which means consumers Restaurant Bakmi Japos satisfied with the services provided. Bibliography (2003-2008)