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UEU » Undergraduate Theses » Manajemen
Posted by [email protected] at 21/09/2012 16:41:30 • 6986 Views
ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN FREIGHT FORWARDING PT ACW INDONESIACreated by :
Cindar Utami Dewi ( 200811087 )
| Subject: | kualitas
pelayanan
kepuasan
pelanggan | | Alt. Subject : | consumer relation
quality control | | Keyword: | kualitas 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 | : |
- 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 ]
 UEU-Undergraduate-5-COVER.pdf - 32 KB- UEU-Undergraduate-5-PERSETUJUAN.pdf - 35 KB
- UEU-Undergraduate-5-PENGESAHAN.pdf - 10 KB
- UEU-Undergraduate-5-KATA_PENGANTAR.pdf - 11 KB
- UEU-Undergraduate-5-ABSTRAK.pdf - 49 KB
- UEU-Undergraduate-5-DAFTAR_GAMBAR.pdf - 37 KB
- UEU-Undergraduate-5-DAFTAR_TABEL.pdf - 37 KB
- UEU-Undergraduate-5-BAB_I.pdf - 39 KB
- UEU-Undergraduate-5-LAMPIRAN.pdf - 37 KB
- UEU-Undergraduate-5-DAFTAR_PUSTAKA.pdf - 9 KB
- UEU-Undergraduate-5-LAMPIRAN_.pdf - 259 KB
- 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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