FEBRIANTI, WIWIN (2014) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PUSAT PEMPEK FLAMBOYANT PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.
Full text not available from this repository.Abstract
The purpose of this final report is to determine how much influence the dimensions of service quality on customer satisfaction in Pempek Flamboyant Center. Sampel of 60 respondens was obtained through the accidental sampel method Roscoe’s formula was used. The independent variabels cosisted of Tangible, Reliability, Responsivness, Assurance, Empathy and the dependent one was the consumer’s satification. The instrument was evaluated for its validity and reliability. The data was computed by the aplication of multiple linier regression analysis and so were t test and determination cofficient. The t testing resulted in the following influence and significane coefficient : Tangible had influence of 43,5% and significance 0,019; Reliability had influence of 17,5% and significance 0,350; Responsivness had influence of 36,8% and significance 0,033; Assurance had influence of 0,2% and significance 0,994; Empathy had influence of 46,4% and significance 0,046. Three of the variabels, namely empathy, tangible responsivness and Reliabilitity, Assurance had influence as shown by their significance <0,05. The determinant coefficient indicates that the five variabels show that there is satisfaction level of 47,5% for Pempek Flamboyant Center. Pempek Flamboyant Center should pay more attention to dimensions that significantly, in terms of further enhancing customer satisfaction. Keywords : service quality, customer satisfaction
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | service quality, customer satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mrs Trisni Handayani |
| Date Deposited: | 21 Jan 2016 01:59 |
| Last Modified: | 21 Jan 2016 01:59 |
| URI: | http://eprints.polsri.ac.id/id/eprint/719 |
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