PENGARUH KUALITAS PELAYANAN JASA TERHADAPKEPUASAN PELANGGAN PADA WARNET PTS (PENDIDIKAN KURSUS KOMPUTER DAN INTERNET) DI PALEMBANG

This report is a study of the effect of service quality on customer satisfaction in PTS cafe. The method used in this study include primary data and secondary data while data analysis in the form of qualitative and quantitative analysis. In processing the data using SPSS 11.5 (Statistical Product and Service Solution 11.5). This process will demonstrate the validity, relability,and generated significant, levels on each dimension. There are five dimensions of service quality, namely tangibles, reliabilty, responsiveness, assurance and empathy. The fifth dimension of the guarantee where regression coefficient of 0.496 when in pressent of 49.6 %. As for the dimensions of the physical evidence of regression cofficient of 0.182, regression coefficient of reliability dimension of 0.300, responsiveness dimensional regression coefficient of -0.095, and empathy dimensions coeficient of 0.149. (Keywords: Service Quality, Customer Satisfaction