THE IMPACT OF SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION OF RESTAURANT (A STUDY CASE OF KARTINI RESTAURANT IN CIKARANG)

Abstract

There are so many ways to make customer satisfied. When the perceived service performance exceed customer satisfaction it’s called customer satisfaction. There are many drivers of customer satisfaction such as service quality. This research observed about the impact of customer satisfaction towards customer satisfaction: a study case of Kartini Restaurant in Cikarang. The purpose of this research is to understand the impact of service quality towards customer satisfaction. This is quantitative research and used primary data through questionnaire of 180 respondents. The respondents were people who have dine in Kartini Restaruant. The data of this research is analyzed by Statistical Product and Service Solution (SPSS) Version 16.0 and used binomial logistic regression in answer the hypothesis. The result of this research has been shown that all variable of service quality (tangibility, reliability, responsiveness, empathy, and assurance) has partial significant impact towards customer satisfaction, and also there is simultaneous significant impact of service quality towards customer satisfaction.