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PENGARUH HARAPAN PELANGGAN, KUALITAS YANG DIRASAKAN, NILAI YANG DIRASAKAN TERHADAP KEPUASAN PELANGGAN KERETA API EKONOMI RAPIH DHOHO

SARI, RIMA YULITA (2013) PENGARUH HARAPAN PELANGGAN, KUALITAS YANG DIRASAKAN, NILAI YANG DIRASAKAN TERHADAP KEPUASAN PELANGGAN KERETA API EKONOMI RAPIH DHOHO. Undergraduate thesis, STIE PERBANAS SURABAYA.

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ARTIKEL ILMIAH.pdf

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COVER.pdf

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BAB I.pdf

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Abstract

This research aims to find out the effect of customer expectations, perceived quality, perceived value to customer satisfaction in rapih dhoho economic train.The research method used is method research of quantitative research which uses analysis system of SEM (Structural Equation Model. The data obtained by spread the questionnaire to the 130 respondence of rapih dhoho economic train. The research sample used is the customers of rapih dhoho economic train according to the characteristics specified. As the result based on the research is significant positive effect from customer expectations to the customer satisfaction, Significant positive effect from the customer expectations to the perceived quality, Significantpositive effect from perceived quality to the customer expectations, Significant positive effect from perceived quality to the perceived value, And Significant negative effect from perceived value to the customer satisfaction. The communication technology advances can be improving to customer satisfaction of the transportation service by used perceived quality improvement strategies nor the fullfilment of customer expectation. Keywords : customer expectations, perceived quality, perceived value, customer satisfaction, train

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 16 May 2017 04:05
Last Modified: 16 May 2017 04:05
URI: http://eprints.perbanas.ac.id/id/eprint/1253

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