WIDODO, DENNY SURYA (2013) PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA GRAPARI TELKOMSEL PEMUDA SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.
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Abstract
The aims of this research is to know and analyze the affect of service quality dimensions which consists of tangibles, reliability, responsiveness, assurance and emphaty. According to the the population characteristics, the number of samples use in this research is 120 people.This research uses a quantitative approach by the survey method, by spreading the questionnaires to Telkomsel’s constumers in Surabaya who ever went and using the services of GraPARI Pemuda Surabaya. The value of each variable in this research are analyzed multiple linear regression analysis method with the help of software IBM SPSS Statistics 20. The result of hypotheses testingshown that the quality service’s dimensions, consisting of tangibles, reliability, responsiveness, assurance and empathy simultaneously effect on customer satisfaction indicated by level significance F that less than 5 % ( 0,000 < 0,05). In partial three variable, i.e reliability, responsiveness and assurance affect significantly to customer satisfaction indicated by level significance t that less than 5 % ( 0,000; 0.016 and 0,025 < 0,05). While the two other variables, i.e. tangibles and empathy didn’t affect significantly to customer satisfaction indicated by level significance t that greater than 5 % ( 0,718 and 0,914 > 0,05). Keyword : Service Quality, Tangibles, Reliability, Responsiveness, Assurance, Emphaty and Costumer Satisfaction.
| 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: | 18 May 2017 10:44 |
| Last Modified: | 18 May 2017 10:44 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/1338 |
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