MATHIUS, DWIYANTI (2015) PENGARUH FAKTOR KUALITAS LAYANAN, KEPERCAYAAN DAN KOMITMEN PELANGGAN TERHADAP KEPUTUSAN PENGGUNA JASA PENGIRIMAN TIKI DI SURABAYA. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
This research aims to recognize the effects of service quality, trust and customer commitment toward service user decision from Tiki courier service company in Surabaya. Type of data used is primary data obtained directly from researched object through distribution questionnaire on respondents who use Tiki courier service. In this research using purposive judgment sampling method. Primary data then be analyzed by using multiple linear regression Technique. The result of this research indicate that service quality is significant effect toward service user decision. Another result there is no significant effect from trust and customer commitment variables. Therefore in the end of this research as suggestion, Tiki courier service must be improving trust and customer commitment unexceptionally. Keywords : service quality, trust, and customer commitment and service user decision
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 02 Feb 2017 04:22 |
| Last Modified: | 02 May 2017 02:25 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/452 |
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