PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

Abstract

Abstract : This study aims to discuss and analyze the effect of simultaneous or partial dimensions of the variable quality of services consisting of physical evidence, reliability, responsiveness, assurance, and empathy towards customer satisfaction. This study also aims to discuss and analyze the dominant variable on customer satisfaction PT. Bluebird Group. The analysis showed that in partial physical evidence, reliability, assurance and empathy significant effect on customer satisfaction, responsiveness while the effect is not significant it is in because of PT . Bluebird Group has not been able to meet consumer desires . From the test of determination of obtained results.This means that the contribution of tangible, reliability, responsiveness), assurance, and empathy to the customer satisfaction is have a say.

Keywords : Service quality and customer satisfaction.