MAHDA, ELFIRA AHSANTI (2016) PENGARUH KUALITAS PELAYANAN TERHADAP K EPUASAN PENONTON DALAM DEVELOPMENTAL BASKETBALL LEAGUE EVENT DI SURABAYA. Masters thesis, STIE PERBANAS SURABAYA.
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Abstract
The development of Developmental Basketball League (DBL) especially in Surabaya province really promising. The greater of organizing DBL events in Surabaya promote the quali ty of services to the audience more optimal. The aim of this research is to find out of the effect of service’s quality toward customer satisfaction at DBL event in Surabaya. The respondent of this research are spectators of DBL event in Surabaya, at least of senior high school students. The number of respondent on this research is defined 142 respondents by using sampling technique which is called purposive sampling. This research used analysis of multiple linear regression analysis with the help of SPSS 2 1 program. The result of this research showed that: 1) Service quality (tangible, reliability, responsiveness, assurance and empathy) simultaneously has not significant influence toward the spectators satisfaction 2) Service quality (tangible, reliability, responsiveness, assurance and empathy) partially has not significant influence toward the spectators satisfaction. Recommended for further researchers to expand the scope especially about reference group and affective commitment of spectator to conduct ev aluation and improve the customer satisfaction. Keywords: Service Quality, Satisfaction, DBL, Developmental Basketball League
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Magister of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 27 Feb 2017 03:14 |
| Last Modified: | 07 Sep 2017 06:43 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/571 |
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