Pengaruh Reputasi Perusahaan,Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Pelanggan Jamaah Umroh PT Pesona Mozaik di Surabaya

Fikri, Muhammad Qurthuby (2018) Pengaruh Reputasi Perusahaan,Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Pelanggan Jamaah Umroh PT Pesona Mozaik di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

This study aims to determine and analyze the influence of the company's reputation, service quality and corporate image on the customer satisfaction of PT Pesona Mozaik umrah pilgrims in Surabaya. This research is a quantitative study that uses questionnaire as data sources. The sample in this study is 74 respondents who had used the Umrah travel service with PT Pesona Mozaik in Surabaya. Data analysis techniques using multiple linear regression analysis using SPSS 23 application program. The results showed that the company's reputation has a significant positive effect on customer satisfaction. Service quality has a significant positive effect on customer satisfaction. Company image has no significant positive effect on customer satisfaction. Keywords : Corporate Reputation, Service Quality, Company Image, Customer Satisfaction

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Magang Magang
Date Deposited: 06 Dec 2019 09:51
Last Modified: 06 Dec 2019 09:51
URI: http://eprints.perbanas.ac.id/id/eprint/4362

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