Determinant of Consumer Satisfaction: Empirical Study on Consumer Pizza Hut Delivery

Abstract

This study aims to determine (1) The effect of tangible, reliability, responsiveness, assurance and empathy on pizza hut delivery customer satisfaction in Palembang City, (2) The effect of tangible on pizza hut delivery customer satisfaction in Palembang City, (3) The effect of reliability on pizza customer satisfaction hut delivery Palembang City (4) Effect of responsiveness on pizza hut delivery customer satisfaction Palembang City (5) Effect of assurance on customer satisfaction pizza hut delivery Palembang City (6). The data used is primary data, with a questionnaire data collection method. The analysis technique used is multiple linear regression. The results of the analysis prove (1) there is a significant effect of responsiveness, assurance, physical evidence, ability and concern for Pizza Hut Delivery customer satisfaction in Palembang City, (2) there is no significant tangible effect on Pizza Hut Delivery customer satisfaction in Palembang City, (3) ) there is a significant effect of reliability on Pizza Hut Delivery satisfaction in Palembang City, (4) there is a significant effect of responsiveness on Pizza Hut Delivery customer satisfaction in Palembang City, (5) there is a significant effect of assurance on Pizza Hut Delivery customer satisfaction in Palembang City, (6 ) there is an influence of empathy on customer satisfaction of Pizza Hut Delivery in Palembang City. The results of the coefficient of determination of service quality are only able to contribute to changes that occur in customer satisfaction with a large contribution of 68.9%.