Analysis of the Influence of Service Quality on Consumer Satisfaction in Kertowono Tea Garden Agro Tourism Inn, Gucialit District, Lumajang Regency


Authors : Galih Permadi; Muhaimin Dimyati; Salahudin

Volume/Issue : Volume 6 - 2021, Issue 7 - July

Google Scholar : http://bitly.ws/9nMw

Scribd : https://bit.ly/3xEr0sS

This study aims to analyze the effect of service quality using dimensions according to Parasuraman in Lupiyoadi (2006: 182). These dimensions include tangible, reliability, responsiveness, assurance, and empathy. The study used primary data in the form of a questionnaire given to visitors to the Kertowono tea garden agrotourism inn, Gucialit district, Lumajang regency. The sample in this study were 100 respondents. Data were analyzed using multiple linear regression test. The results of the study show that both partially and simultaneously tangible, reliability, responsiveness, assurance, and empathy variables have a positive and significant effect on customer satisfaction

Keywords : Tangible, Reliability, Responsiveness, Assurance, Emphaty, Consumer Satisfaction

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