ANALISIS PENGARUH KUALITAS PELAYANAN PADA TINGKAT KEPUASAN KONSUMEN RUMAH MAKAN MANG ENGKING DI MINGGIR SLEMAN YOGYAKARTA

Abstract

Abstract
The purpose of this research is to know the influence of service quality to customer satisfaction at Mang Engking Restaurant in Minggir, Sleman, Yogyakarta. And to understand what variable is the biggest influence to the level of consumer satisfaction. Whereas data analysis tools used with multiple linear regression with SPSS. Data obtained from the distribution of questionnaires to the diners Mang Engking diners in Minggir, Sleman Yogyakarta. Respondents were chosen by purposive sampling technique and research variables were categorized into two types, namely independent and bound variables. The independent variables consist of tangibel variables (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5). Dependent variable is consumer satisfaction (Y) and Result of research indicate that the highest reliability of positive and significant influence to the level of customer satisfaction, while the lowest guarantee level of influence on the level of customer satisfaction

Keywords: service quality, consumer satisfaction