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.