PENGARUH RELIABILITY, RESPONSIVENESS, ASSURANCE, EMPATHY, TANGIBLES TERHADAP KEPUASAN PELANGGAN KAFE DI SAMPIT (KASUS PADA KONGKOW CAFE JALAN S. PARMAN SAMPIT)

Abstrak

Kongkow Cafe is one of the cafes that provide the majority of food and drink is typical of Indonesia which was established on July, 2018. As one of the success a restaurant or a cafe is good quality service so Kongkow Cafe feel the need to do the analysis or evaluation of service quality. The aim of this study was to determine whether there is significant influence of reliability, responsiveness, assurance, empathy and tangibles to customer satisfaction. From the multiple linear regression analysis can be concluded that of reliability, responsiveness, assurance, empathy and tangibles, only the assurance that significantly influence customer satisfaction cafes.