THE CUSTOMERS’ PERCEPTION OF EXCELLENT SERVICE IN LRT SOUTH SUMATERA

AJI, KARINA (2019) THE CUSTOMERS’ PERCEPTION OF EXCELLENT SERVICE IN LRT SOUTH SUMATERA. Other thesis, POLITEKNIK NEGERI SRIWIJAYA.

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[img] Text (CHAPTER II LITERATURE REVIEW)
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Abstract

This research aims at finding out the customers’ perception whether LRT South Sumatera has perfomed “Excellent Service”. The problem was what are the customers’ perception of excellent service in LRT South Sumatera? This study is limited on customers perception of the service and public facilities based on the RATER (reliability, assurance, tangibility, empathy, responsiveness) model dimension to measure excellent service quality in LRT South Sumatera. The method of this report were using quantitative and qualitative analysis method that assisted by Statistic Program for Special Science (SPSS) version 25. The research techniques for collecting the data were observation, interviews, and questionnaires. In this research, there are 100 respondents considered as the samples. The writer used non probability sampling with incidental sampling method as sample of research. Based on the result of customers’ perception of excellent service in reliability, assurance, tangibility, empathy, responsiveness dimension were in very appropriate category. The conclusions were LRT South Sumatera has implemented excellent service to the customers. The company had managed to maintain the service and public facilities with RATER (reliability, assurance, tangibility, empathy, responsiveness) model dimension.

Item Type: Thesis (Other)
Uncontrolled Keywords: Customers’ perception, excellent service, LRT South Sumatera
Subjects: P Language and Literature > PE English
Divisions: English > Undergraduate Theses
Depositing User: Mr Bambang Anthony
Date Deposited: 19 Apr 2020 07:13
Last Modified: 19 Apr 2020 07:13
URI: http://eprints.polsri.ac.id/id/eprint/7831

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