Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Restoran Saung Manglid

Abstract

This study aims to determine and analyze how much influence the quality of service on customer satisfaction at Saung Manglid Restaurant. The sampling technique used is Probability Sampling, amounting to 96 respondents. The independent variable (X) used in this study is physical evidence, reliability, responsiveness, assurance, and empathy, and the dependent variable (Y) in this study is customer satisfaction. The research results obtained t count 12, 465, and F count 155.388 with a significance level showing sig. 0.000 <0.05, which means that service quality has a significant effect on customer satisfaction. In the R test, the correlation coefficient is 0.789. It is proven that service quality has a positive relationship with customer satisfaction or the level of a healthy relationship. From the research data analysis results, it is known that customer satisfaction at Saung Manglid Restaurant is influenced by 62.3% by service quality, while other variables influence 37.7%