PERAN PELAYANAN DALAM PENINGKATN KEPUASAN KONSUMEN DI RUMAH MAKAN JOGLO IJO KOTA GORONTALO

Abstract

This study aims to know how the role of service in increasing consumer satisfaction in restaurants Joglo Ijo City Gorontalo. This research is a qualitative research that explains the role of service in increasing consumer satisfaction in Joglo Ijo restaurant, Gorontalo City by using five aspects of service quality: Tangibles, reliability, responsiveness, assurance and empathy. Based on the results of research conducted by researchers to consumers Joglo Ijo Restaurant City of Gorontalo can be concluded that the services provided by employees Joglo Ijo Restaurant as a whole is good. From the answer informant can know the quality of service with the fifth dimensiondimension has a role in improving consumer satisfaction.