Jurnal Ilmu-Ilmu Peternakan (Indonesian Journal of Animal Science)
Vol 23, No 1 (2013)

Analisis kualitas pelayanan (service quality) terhadap kepuasan konsumen pada rumah makan sop ayam Pak Min Klaten di Malang

Yansah, Riyan Afri (Unknown)
Hartono, Budi (Unknown)
Hariyono, M. B. (Unknown)

Article Info

Publish Date
03 Feb 2014

Abstract

The objective of this research was to identify consumer behavior and to analyze factors that influenced consumer satisfaction in purchasing products of sop ayam Pak Min Klaten in Malang. The research was conducted from December 2012 to January 2013. One hundred and fifty customers were chosen as respondents by accidental sampling method. Data were analyzed by multiple regression analysis. The study found that there were significant influences between tangible, reliability, responsiveness, assurance and empathy on customer satisfaction. The study concluded that tangible, reliability and empathy influenced dominantly customers’ satisfaction. Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction

Copyrights © 2013




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Journal Info
Jurnal Ilmu-Ilmu Peternakan (Indonesian Journal of Animal Science)
Website

Abbrev

jiip

Publisher

Universitas Brawijaya

Subject

Other

Description

Jurnal Ilmu-Ilmu Peternakan (JIIP) is a journal published and managed by the Faculty of Animal Husbandry Universitas Brawijaya. JIIP is a peer-reviewed journal published three times a year. JIIP now actively using Open Journal System (OJS). JIIP mediates the dissemination of researchers various ...