PUTRI ANGGRAINI, MITARIA (2015) ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN JASA USEETV CABLE PT TELEKOMUNIKASI INDONESIA TBK (STUDI KASUS PADA KOMPLEK BUKIT SEJAHTERA PALEMBANG). Other thesis, Politeknik Negeri Sriwijaya.
|
Text (COVER)
COVER.pdf Download (310kB) | Preview |
|
|
Text (BAB I PENDAHULUAN)
BAB I.pdf Download (66kB) | Preview |
||
|
Text (BAB II TINJAUAN PUSTAKA)
BAB II.pdf Download (42kB) |
|
![[img]](http://eprints.polsri.ac.id/style/images/fileicons/text.png) |
Text (BAB III KEADAAN UMUM PERUSAHAAN)
BAB III.pdf Restricted to Repository staff only Download (84kB) |
|
|
Text (BAB IV PEMBAHASAN)
BAB IV.pdf Restricted to Repository staff only Download (161kB) |
|
|
Text (BAB V KESIMPULAN DAN SARAN)
BAB V.pdf Download (10kB) | Preview |
|
|
Text (DAFTAR PUSTAKA)
DAFTAR PUSTAKA.pdf Download (17kB) | Preview |
Abstract
The purpose ofthis research wasto analyze customer’s satisfaction on service quality of UseeTV Cable Service PT Telekomunikasi Indonesia, Tbk. (A Case Study at Komplek Bukit Sejahtera Palembang). The author would like to understand what variable of service quality that is already satisfied, which includes real variable, variable reability, responsiveness, assurance of variable and empathy. The data of this research was collected by questionsand research libraries. The data has been obtained and then processed by using Microsoft Excel 2010. The result showed that the majority of customers of UseeTV Cable is already satisfied enough from the total value index is obtained based on the level of expectation of 83,97% and 70,89% or reality. Variables that were perceived good already contained on the Cartesian diagram on quadrant B and variables that has expectation more than performance given by PT TELKOM were variable of responsiveness (X3.2) and (X3.3), variable assurance (X4.3) and variable emphaty (X5.2), (X5.3) so PT TELKOM needs to fix a less variable in accordance with the expectation of customer.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | service quality, the five dimensions of service quality, customer’s satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mr Bambang Anthony |
| Date Deposited: | 13 Jan 2016 03:52 |
| Last Modified: | 13 Jan 2016 03:52 |
| URI: | http://eprints.polsri.ac.id/id/eprint/2385 |
Actions (login required)
 |
View Item |
