ANALISIS KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN WARUNG INTERNET REVOLUTION CYBER CAFE (RVN) MALANG

Abstract

This study aims to determine the level of influence of the service quality dimensions, which consist of
reliability, responsiveness, assurance, empathy, and tangible, on consumer satisfaction at the Revolution Cyber Cafe
cafe, which we will briefly describe as RVN in Malang,
In this study using Umar's theory, the type of research is explanatory. The research location is on Jalan
Bungur Malang. The population in this study is all customers who come and use the services of the Revolution
Cyber Café (RVN) internet cafe. While the sample in this study amounted to 75 customers who came. when
carrying out this research. While the sampling technique using purpose sampling. In analyzing the data, the method
used in this study used a descriptive method and was assisted by the SPSS 20 software
The conclusion of this study is that there is a discrepancy between customer expectations and performance
at the internet cafe Revolution Cyber Café (RVN) Malang. There are still many items of service performance that
are lower than customer expectations, so that in general the RVN cafe still needs to evaluate performance and make
improvements to its existing performance.
Keywords: Service quality