Purwaningsih, Diah (2014) PENGARUH DIMENSI BUKTI FISIK (TANGIBLE) DAN KEANDALAN (RELIABILITY)TERHADAP KEPUASAN PELANGGAN ATAS PELAYANAN JASA PENERBANGAN PADA PT. GARUDA INDONESIA (Persero) Tbk BRANCH OFFICE PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.
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Text (BAB II TINJAUAN PUSTAKA)
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Abstract
The aim of this study are (1) to analyze the effect oftangibledimension and reliabilitydimension toward customer satisfaction of the flight services at PT. Garuda Indonesia (Persero) Tbk. Branch Office Palembang. (2) to determine which the most dominant dimension effect toward customer satisfaction of the flight services at PT. Garuda Indonesia (Persero) Tbk. Branch Office Palembang. Data were collected through (1) questionnaire and (2) an interview. The resultshowed, first, adjusted R square had effect of the tangible dimensions and reliability dimension toward customer satisfaction.There were strong relationship between the tangibledimension and reliabilitydimension toward customer satisfaction of the flight services at PT. Garuda Indonesia (Persero) Tbk. Second, the regression coefficient indicated that the reliabilitydimension has more dominant factor affecting customer satisfaction. The highest indicator in the reliability variable was „the cabin crew‟s services were friendly and politely‟, however the lowest indicator was „timeliness flight‟. The less dominant factor was tangible. The highest indicator in the tangible was „well-dressed which worn by cabin crew‟ whereas, the lowest indicator was „the staff reservation which worn well dressed‟. Key words: Tangible, Reliability, Customer Satisfaction, Services.
| Item Type: | Thesis (Other) |
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| Uncontrolled Keywords: | Tangible, Reliability, Customer Satisfaction, Services. |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mrs Trisni Handayani |
| Date Deposited: | 21 Jan 2016 03:11 |
| Last Modified: | 21 Jan 2016 03:11 |
| URI: | http://eprints.polsri.ac.id/id/eprint/686 |
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