KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN

Abstract

The study is to analyze the influence of thequality of service to customer satisfaction in riau library the region. This is the kind of researcheksplanatory that uses the method research survey. A sample in this research is as many as 100people. A model analysis of data in regression research is to worship of idols. The result showedthat in partial only variable the reliability of (X2) and empathy (X5) course that has influencesignificantly to customer satisfaction (Y). Variable empathy (empaty) (X5) is variable who is influentialmost dominant against gratification pelanggan (Y). By contributions owned variable variable userempathy for satisfaction is worth 29,48 %, so that hypothesis stating that the reliability of variablevariable is the most dominant have on customer satisfaction rejected.