| dc.description.abstract | Quality of Service as a measure of how good a level of service capable of in line with expectations (expectations) customers. meaning that the quality of service is determined by the ability of the company meet the needs and desires of customers in accordance with customer expectations. the purpose of this research is to To analyze the effect of the dimensions of tangibles, reliability, responsiveness, assurance, and empathy to the satisfaction of visitors MovieBox Caturtunggal Gejayan and Blockbuster in Caturtunggal Depok, Sleman. and To determine the level of visitor satisfaction comparison MovieBox Gejayan and Blockbuster in Caturtunggal Depok, Sleman.
This type of research is quantitative descriptive method. The population is all the visitors who have been to MovieBox Gejayan and Blockbuster, with sampling techniques Non-Probability Sampling with survey. Data analysis techniques include: test instrument consisting of validity and reliability, the classic assumption test consists of normality test, multicollinearity, and heteroscedasticity, multiple linear regression tests as well as tests of hypotheses consisting of F test, test the coefficient of determination and t test.
The results using the F test shows that, There is a positive and significant influence between service quality together - the same (simultaneous) to the satisfaction of visitors to the MovieBox Gejayan and Blockbuster, proved obtained sig. 0.000 > 0.05 so that it can be concluded that the quality of service consisting of Tangibles, Reliability, Responsiveness, Assurance and Empathy effect on visitor satisfaction on objects MovieBox Gejayan and Blockbuster. Based on the T test at MovieBox Gejayan Tangibles, Responsiveness and Empathy shows three of these variables have a significant effect partially on visitor satisfaction, while Reliability and Assurance at MovieBox Gejayan no significant effect on customer satisfaction. Another case with Blockbuster, the Blockbuster Reliability and Empathy variables that significantly influence the satisfaction of visitors, while three other variables namely tangibles, responsiveness and Assurance kepuasam no significant effect on visitors. Based on the T test at MovieBox Gejayan Tangibles, Responsiveness and Empathy shows three of these variables have a significant effect partially on visitor satisfaction, while Reliability and Assurance at MovieBox Gejayan no significant effect on customer satisfaction. Another case with Blockbuster, the Blockbuster Reliability and Empathy variables that significantly influence the satisfaction of visitors, while three other variables namely tangibles, responsiveness and assurance no significant effect on customer satisfaction. And the different test results are significant differences in quality of service, especially on the dimensions of Reliability, Assurance, Empathy and from visitor satisfaction ratings anatara MovieBox Gejayan and Blockbuster with each sig of 0.001, 0.000, 0.028, 0.012> 0.05. As for dimensions and Responsiveness Tangibles not there was significant difference between MovieBox Gejayan and Blockbuster with sig of 0.099, 0.271 > 0.05 | en_US |
