Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di Pelangi Waterpark Teluk Kuantan Kabupaten Kuantan Singingi Provinsi Riau

Afiza, Nur (2019) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di Pelangi Waterpark Teluk Kuantan Kabupaten Kuantan Singingi Provinsi Riau. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to analyze the quality of service at Pelangi Waterpark in Kuantan Bay, Kuantan Singingi, Riau Province, to analyze customer satisfaction in Pelangi Waterpark, Kuantan Bay, Kuantan Singingi, Riau Province, to analyze the influence of service quality on customer satisfaction. Service quality indicators used include Tangible (direct evidence), Emphaty (empathy), Reliability, Responsiveness, Assurance and customer satisfaction indicators used include performance and expectations. Descriptive research type with a quantitative approach located in Pelangi Waterpark, Kuantan Bay, Kuantan Singingi Regency, Riau Province, located at Jalan Proklamasi, Koto Taluk, Kuantan, Kuantan Singingi Regency, Riau. The data figures are derived from the results of the distribution of questionnaires about the Effect of Service Quality on Customer Satisfaction of Pelangi Watrepark, Kuantan Bay, Kuatan Singingi Regency, Riau Province. The population in this study were 3640 customers with a sample of 97 customers. The sampling technique used in this study is census and incidental sampling techniques. This research data sourced from primary data obtained through the results of a questionnaire on the research sample. Then secondary data in the form of documentation, reports, organizational structure, tasks and functions, operational standard procedures, and other supporting. The results of this study the service quality of Pelangi Waterpark, Kuantan Bay, Kuantan Singingi Regency, Riau Province can be said to be good. Said to be good because customers are satisfied with the services provided by Pelangi Water Park, Kuantan Singingi Regency, Riau Province, Satisfaction of Pelangi Waterpark customers, Kuantan Bay, Kuantan Singingi Regency, Riau Province, for services provided by Pelangi Waterpark, Kuantan, Kuantan, Singingi Regency, Riau Province. make customers comfortable visiting and playing at the Pelangi Waterpark in Teluk Kuantan, Kuantan Singingi Regency, Riau Province, the quality of service influences customer satisfaction. This can be seen from the services provided by Pelangi Waterpark in Kuantan Bay, Kuantan Singingi Regency, Riau Province, which has made customers satisfied that they have visited Pelangi Waterpark in Kuantan Bay, Kuantan Singingi Regency, Riau Province.

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