YULLYYANA, - (2017) Pengaruh Kualitas Pelayanan Jasa Terhadap Kepuasan Pelanggan Pada PT TIKI Cabang Palembang Jalan Letkol Iskandar N0. 241 B Palembang. Other thesis, POLITEKNIK NEGERI SRIWIJAYA.
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Abstract
This research aims to find out whether the dimensions of service quality in Tangible, i.e. reliability, responsiviness, assurance, and emphaty effect on customer satisfaction TIKI JL. Lt Iskandar No. 241 B Palembang and analyze the factors that are most dominant part in influencing customer satisfaction TIKI. The population in this research is the user's delivery service TIKI on JL. Lt Iskandar No. 241 B Palembang. Samples taken us many u.s. 60 people using Non-Purposive Sampling with a sampling of Proability, i.e. an engineering sample that is used in a manner intentionally or pointing directly to the person who can be considered to represent the characteristics of the population. So the withdrawal of samples in the study selects respondents from the customer or the user of the services dating to the TIKI on JL. Lt Iskandar No. 241 B Palembang to provide information. Based on research results, obtained following regression equation: Y = 7,184 0116 X_1 0, 116X_2 0, 256X_3 0, 330X_4-0, 389X_5. Based on the analysis of statistical data, indicators on research is valid and reliability are from. Order individually from each of the most variable berpengaruhadalah variable regeresi coefficients with Assurance of Reliability's 0330, then regeresi of 0116, then followed with Tangibles with regersi coefficients of 0116, danvariabel most influential low-end Responsiveness with the regression is of 0256 's. There is one variable that has value has no effect negative regression's i.e. Emphaty with registration-0389. TIKI'S STREET. Lt Iskandar No. 241 B Palembang need to maintain those elements who have been judged good by the customer as well as mend the one element that still valued less by the customers.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Bukti Fisik, Kehandalan, Daya Tanggap, Jaminan, dan Empati |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HG Finance |
| Divisions: | Business Management > Undergraduate Theses |
| Depositing User: | Mrs Trisni Handayani |
| Date Deposited: | 28 Nov 2017 07:01 |
| Last Modified: | 28 Nov 2017 07:01 |
| URI: | http://eprints.polsri.ac.id/id/eprint/4223 |
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