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UEU » Undergraduate Theses » Manajemen
Posted by [email protected] at 21/09/2012 16:41:30  •  6715 Views


ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN FREIGHT FORWARDING PT ACW INDONESIA

Created by :
Cindar Utami Dewi ( 200811087 )



Subjectkualitas
pelayanan
kepuasan
pelanggan
Alt. Subject consumer relation
quality control
Keywordkualitas pelayanan
kepuasan

Description:

Penelitian ini bertujuan untuk mengetahui tingkat kualitas pelayanan Customer Service PT. ACW Indonesia, tingkat kepuasan pelanggan PT ACW Indonesia, untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan PT ACW Indonesia Metode penelitian yang dilakukan oleh peneliti adalah dengan pendekatan kuantitatif. Pengambilan sample dengan menggunakan metode Slovin sehingga diperoleh sample 100 orang. Instrumen penelitian dengan uji validitas dan reliabilitas terlebih dahulu dengan hasil valid dan reliabel. Analisis data menggunakan Regresi Berganda. Hasil penelitian menunjukkan bahwa persepsi responden terhadap kualitas pelayanan dalam kategori baik dan terhadap tingkat kepuasan konsumen dalam kategori sangat puas, Untuk hasil regresi diperoleh koefisien untuk variabel Reliability (X1) 0.136, Emphaty (X2) 0.063, Responsiveness (X3) 0.232, Tangible (X4) 0.155 Assurance (X5) 0.544. dan ternyata variable empati yang paling mempengaruhi dari kelima variabel kualitas pelayanan.

Contributor:
  1. Dra. Suryari Purnama, MM.
Date Create:21/09/2012
Type:Text
Format:pdf
Language:Indonesian
Identifier:UEU-Undergraduate-200811087
Collection ID:200811087
Call Number:658


Source :
Undergraduate Theses, Manajemen, 2012

Coverage :
Universitas Esa Unggul


Publication URL :
https://digilib.esaunggul.ac.id/analisis-pengaruh-kualitas-pelayanan-terhadap-kepuasan-pelanggan-freight-forwarding-pt-acw-indonesia-5.html




[ Free Download - Free for All ]

  1.  UEU-Undergraduate-5-COVER.pdf - 32 KB
  2.  UEU-Undergraduate-5-PERSETUJUAN.pdf - 35 KB
  3.  UEU-Undergraduate-5-PENGESAHAN.pdf - 10 KB
  4.  UEU-Undergraduate-5-KATA_PENGANTAR.pdf - 11 KB
  5.  UEU-Undergraduate-5-ABSTRAK.pdf - 49 KB
  6.  UEU-Undergraduate-5-DAFTAR_GAMBAR.pdf - 37 KB
  7.  UEU-Undergraduate-5-DAFTAR_TABEL.pdf - 37 KB
  8.  UEU-Undergraduate-5-BAB_I.pdf - 39 KB
  9.  UEU-Undergraduate-5-LAMPIRAN.pdf - 37 KB
  10.  UEU-Undergraduate-5-DAFTAR_PUSTAKA.pdf - 9 KB
  11.  UEU-Undergraduate-5-LAMPIRAN_.pdf - 259 KB
  12.  UEU-Undergraduate-5-DAFTAR_ISI.pdf - 42 KB

[ FullText Content - Please, register first ]

  1. UEU-Undergraduate-5-BAB_II.pdf - 90 KB
  2. UEU-Undergraduate-5-BAB_III.pdf - 131 KB
  3. UEU-Undergraduate-5-BAB_IV.pdf - 37 KB
  4. UEU-Undergraduate-5-BAB_V.pdf - 100 KB
  5. UEU-Undergraduate-5-BAB_VI.pdf - 28 KB

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kepuasan , kualitas , kualitas pelayanan , pelayanan



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