Kumalasari, Laili (2015) PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN PADA KBIH MULTAZAM PALEMBANG. Other thesis, Politeknik Negeri Sriwijaya.
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Abstract
This study analyzes in KBIH Multazam Palembang at Jendral Sudirman No. 579 I Rt. 16 Rw. 06 17 Ilir Palembang. Namely analyzes the influence the quality of service to customer satisfaction at KBIH Multazam Palembang. The data’s required to this study were collected through questionnaire and literature. Questionnaire are given to 56 congregation, then they were analyzed based on theoretical review developed by Sugiyono (2009). The data use two variables, they are independent variable namely quality of service and the dependent variable is customer satisfaction. The writer processed the data by using manual statistics. The result shows that constants value is about 1.783 and the quality of service coefficient is about 0.674, it means when congregation are given best quality, the customer satisfaction in KBIH Multazam Palembang will be increased about 0.674 or 67.4%. The correlation coefficient is 0.712, it means that independent variable about 71.2%. the coefficient determinant s 50.7% to customer satisfaction and 49.3% influence by another variable which not included in this study. Therefore, it can be suggest that quality of service must increase, for get maximum customer satisfaction.
| Item Type: | Thesis (Other) |
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| Uncontrolled Keywords: | the quality of service to customer satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mr Bambang Anthony |
| Date Deposited: | 02 Mar 2016 02:24 |
| Last Modified: | 02 Mar 2016 02:24 |
| URI: | http://eprints.polsri.ac.id/id/eprint/2733 |
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