ANALISIS KEPUASAN PESERTA KURSUS KECANTIKAN DI JOHNNY ANDREAN SCHOOL & TRAINING MAL SKA PEKANBARU

Abstract

Study was conducted in Johnny Andrean School and Training in MALL SKA Pekanbaru. The study objective is to analyze the impact of service quality which consist of tangibles, empathy, responsiveness, reliability, and assurance to the costumer satisfaction simultaneously and partially. Sampling technique conducted in census of 75 students course. The result of study conclude that simultaneously variable tangible, empathy, responsiveness, reliability, and assurance were highly significant in enhancing the satisfaction of course participants. Partially, tangibles empathy, responsiveness and reliability have a positive and significant impact on satisfaction of course participants where the dominant factor arises from the variable tangible. While variable assurance despite positive but not significant in influencing the course participant. The recommendation givEn to the management is to increase the number of trainer who felt still less, improve training schedule in order to avoid overlapping, press the discrimatorry behavior to students, and improve method of handling complaints better than this.