Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan (Studi Penelitian pada Kapal Penumpang Jurusan Surabaya Nusa Tenggara Timur)

This study is intended to: (1) find out the effect of service quality service of franchise restaurant toward customer's satisfactory either simultaneously or partially; and (2) determine the variable of service quality which has the most dominant effect toward customar 's satisfaction. The population of the study consists of 3564 passenger of KM Dobon Solo, KM Kerinci, KM Rinjani, KM Tatamailau, KM Kelimutu, KM Umsini KM Sir i Mau and KM Kambuna. The number of sample for this study is 91%. The data analysis technique applied is multiple regression analysis. The result of study indicated that: (1) there is significant effect of the variable of tangibles, reliability, responsiveness, assurance and empathy the customers either simulta­neously or partially; and (2) the variable of responsiveness has the most dominant effect to compured with the other ones. Keywords: service quality, satisfactio