Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Di Jaya Raya Solution Palembang
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Institusion

Universitas Katolik Musi Charitas

Author

Ali, Suryanto

Subject

H Social Sciences (General) 

Datestamp

2020-01-14 02:32:09 

Abstract :
This research aims to analyze the influence between the quality of service that consists of 5 dimensions of service quality: physical evidence, reliability, ketanggapan, assurance and empathy toward customer satisfaction in Jaya Raya Solution in Palembang. The population in this research is the customer/community who visited the Jaya Raya Solution Palembang. The sample used as many as 100 respondents and use nonprobability sampling technique. A type of nonprobability sampling purposive sampling is used where the information is drawn from members of the population who are willing to fill out the questionnaire. Hypothesis testing using multiple regression analysis method with the help of SPSS 16. The results of this research show that tangible variables, responsiveness, assurance, and influential emphaty significantly to customer satisfaction, whereas variables do not affect reliability significantly to customer satisfaction. 

File :
EM-2015-112004-cover.pdf
EM-2015-112004-abstract.pdf
EM-2015-112004-complete.pdf
EM-2015-112004-sumarry_id.pdf
EM-2015-112004-tableofcontent.pdf
EM-2015-112004-chapter1.pdf
EM-2015-112004-chapter2.pdf
EM-2015-112004-chapter3.pdf
EM-2015-112004-chapter4.pdf
EM-2015-112004-conclusion.pdf
EM-2015-112004-reference.pdf
EM-2015-112004-attachment.pdf