%A  1211011059 FADIL MUHAMMAD
%T THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER
SATISFACTION AT TYAS KEBAYA BOUTIQUE IN BANDAR LAMPUNG
%X This study aims to determine whether the dimensions in service quality that is
tangible, reliability, responsiveness, assurance, and empathy affects customer satisfaction at
Tyas Kebaya boutiques and analyze the most dominant factor in influencing customer
satisfaction at Tyas Kebaya boutiques
The population in this study are those customers who order kebaya at Tyas Kebaya
Boutique. Samples taken as many as 100 respondents using the technique of Non-Probability
Sampling with purposive sampling approach, the technique of sampling data source with a
certain considerations which data sources are considered most knowledgeable about what to
expect, making it easier for researchers to explore objects or social situations under
investigation.
Based on statistical data analysis, indicators in this study are valid and are reliable
variables. The sequence individually on each of the most influential variable is variable
assurance with a regression coefficient of 0.410, and empathy with a regression coefficient of
0.394, followed by responsiveness with a regression coefficient of 0.110, and tangible with a
regression coefficient of 0.109, while variables the lowest effect is reliability with a
regression coefficient of 0.106.
Key words: quality of service, tangible, reliability, responsiveness, assurance, empathy
consumer satisfaction.
%C FACULTY OF ECONOMICS AND BUSINESS THE 
%D 2016
%I UNIVERSITY OF LAMPUNG
%L eprints21713