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All Journal Widya Cipta : Jurnal Sekretari dan Manajemen
Muhammad Irsyad Raspati
STIE Kridatama Bandung
Decision Sciences, Operations Research & Management Social Sciences

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (ORANG TUA MURID TAAM AISYAH BANDUNG) Wendy Muliadi; Muhammad Irsyad Raspati
Widya Cipta - Jurnal Sekretari dan Manajemen Vol 3, No 2 (2019): September 2019
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (54.563 KB) | DOI: 10.31294/widyacipta.v3i2.5927

Abstract

The purpose of this study was to determine service quality, customer satisfaction, and to determine its influence on service quality on customer satisfaction, and to determine the importance of service quality to customer satisfaction at Taam Aisyah. The research method used is descriptive analysis method and associative analysis. The data used are primary data and secondary data, by making observations and giving questionnaires to respondents. The sampling technique in this study was a census technique questionnaire. The sample in this study amounted to 33 respondents. This study proves that the service quality received at Taam Aisyah is in very good condition with an achievement level of 141.84 expected service quality is in very good condition with an achievement rate of 145.78 with an increase in the Spearman Rating ranking which can amount to ρ = (+) 0.728 positive results if the quality of service is good then satisfaction will increase, based on Champion criteria is strong enough, service quality is only able to increase by 52.99% on customer satisfaction.
Co-Authors Wendy Muliadi