Kepuasan Wisatawan Mancanegara Terhadap Kualitas Pelayanan Restoran Cepat Saji di Kota Batam
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Abstract
Penelitian ini bertujuan untuk menilai sejauh mana pengaruh dimenasi kualitas pelayanan terhadap kepuasan konsumen wisatawan mancanegara (wisman) pada restoran cepat saji di kota Batam. Penelitian ini menggunakan lima dimensi dari kualitas layanan yaitu tangible, reliability, responsiveness, assurance dan empathy. Data penelitian berasal dari penyebaran kuesioner kepada 223 wisman yang pernah berkunjung ke restoran cepat saji di kota Batam. Pengolahan data menggunakan aplikasi SPSS versi 24. Hasil penelitian menunjukan bahwa dua dimensi kualitas layanan yaitu tangible, reliability mempunyai pengaruh terhadap kepuasan wisman yang berkunjung ke restoran cepat saji di kota Batam. Sedangkan tiga dimensi lain yaitu responsiveness, assurance dan empathy tidak berpengaruh terhadap kepuasan wisman yang berkunjung ke restoran cepat saji di kota Batam.
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