Nuraini, - (2014) ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA BENGKEL AHASS MODERN PLAJU PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.
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Text (Cover)
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Text (BAB I PENDAHULUAN)
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Text (BAB II TINJAUAN PUSTAKA)
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Text (BAB III KEADAAN UMUM PERUSAHAAN)
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Text (BAB IV HASIL DAN PEMBAHASAN)
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Text (BAB V KESIMPULAN DAN SARAN)
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Text (DAFTAR PUSTAKA)
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Abstract
The report titled “The Analysis of Service Quality on the Customer Satisfaction at Ahass Modern Plaju Workshop in Palembang”. The purpose of this report is to determine how much the level of customer statisfaction with the service Ahass Modren Plaju Palembang. This report was obtained by distributing questionnaires to 83 respondents Ahass Modern Plaju Palembang customers. Of the five dimensions of service quality, dimension of tangibles have a percentage of 63.2%, the dimensions of reliability has a percentage of 77.2%, the dimensions of responsiveness has a percentage of 75.8%, the dimensions of assurance have a percentage of 78.4% and dimensions of empathy) have a percentage of 77.6%. So, most dimension is the dimension of Assurance with the percentage of service quality performance by 78.4%. The percentage of customer satisfaction expected by customers is 73.54% and the percentage of service quality performance is 74.6%, this means the percentage of the performance of services is greater than the percentage of customer expectations.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | this means the percentage of the performance of services is greater than the percentage of customer expectations. |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mr Bambang Anthony |
| Date Deposited: | 21 Jan 2016 01:45 |
| Last Modified: | 21 Jan 2016 01:45 |
| URI: | http://eprints.polsri.ac.id/id/eprint/809 |
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