![]() ![]() Results of the analysis show the reliability variable positive and significant impact on consumer satisfaction and variable tangible, responsiveness, assurance and empathy has no effect on customer satisfaction. Kepuasan pelanggan memiliki peran penting dalam mencapai kesuksesan suatu. Salah satu pelayanan yang sering dijumpai ialah pelayanan direstoran. Graha Service Indonesia, Semarang who have done service phone and respondents aged at least 17 years. Dalam bisnis jasa, memberikan kepuasan kepada pelanggan adalah kunci utama untuk mencapai keberhasilan, dalam proses pelayanan kepada pelanggan perusahaan harus memberikan pelayanan yang dinginkan oleh pelanggan. Sampling using purposive sampling method, namely consumer PT. Industri yang responsif mengukur kepuasan pelanggan dengan mengadakan survei berkala yaitu dengan mengirimkan daftar pertanyaan atau menelepon secara acak dari pelanggan untuk mengetahui perasaan mereka terhadap berbagai kinerja. The sample used in this study were 96 respondents. Industri tidak dapat menggunakan tingkat keluhan sebagai ukuran kepuasan pelanggan. This study aimed to analyze the effect of tangible, reliability, responsiveness, assurance and empathy for customer satisfaction PT. ![]() Graha Service Indonesia, Semarang can rise and r each the maximum target. Based on this, the formulation of the problem is how efforts to improve customer satisfaction so that the number of consumers PT. The background of this research consumer complaints that resulted in the number of consumers experiencing a significant decline in March until July 2014.
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