PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Studi Kasus pada Konsumen PT. Graha Service Indonesia Cabang Semarang)

Abstract

The background of this research consumer complaints that resulted in the number of consumers experiencing a significant decline in March until July 2014. Based on this, the formulation of the problem is how efforts to improve customer satisfaction so that the number of consumers PT. Graha Service Indonesia, Semarang can rise and r each the maximum target. This study aimed to analyze the effect of tangible, reliability, responsiveness, assurance and empathy for customer satisfaction PT. Graha Service Indonesia, Semarang.
The sample used in this study were 96 respondents. Sampling using purposive sampling method, namely consumer PT. Graha Service Indonesia , Semarang who have done service phone and respondents aged at least 17 years.
Results of the analysis show the reliability variable positive and significant impact on consumer satisfaction and variable tangible, responsiveness, assurance and empathy has no effect on customer satisfaction.
Keywords: tangible, reliability, responsiveness, assurance, empathy, and customer satisfaction