PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN PADA PT KERETA API INDONESIA (PERSERO) SUB DIVRE III.1 KERTAPATI
| Main Author: | Nurhaeni, - |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2014
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| Subjects: | |
| Online Access: |
http://eprints.polsri.ac.id/676/1/COVER.pdf http://eprints.polsri.ac.id/676/2/BAB%20I.pdf http://eprints.polsri.ac.id/676/3/BAB%20II.pdf http://eprints.polsri.ac.id/676/4/BAB%20III.pdf http://eprints.polsri.ac.id/676/5/BAB%20IV.pdf http://eprints.polsri.ac.id/676/6/BAB%20V.pdf http://eprints.polsri.ac.id/676/7/DAFTAR%20PUSTAKA.pdf http://eprints.polsri.ac.id/676/8/LAMPIRAN.pdf http://eprints.polsri.ac.id/676/ |
Daftar Isi:
- The purpose of this final report is to find out the influence of service quality on customer satisfaction of PT Kereta Api Indonesia (Persero) Sub Divre III.1 Kertapati with the consumer and of the five dimensions of service quality which variables are most influence on customer satisfaction. The data analysis was conducted using qualitative and quantitative validity test, reliability and multiple regression. This study resulted in the conclusion that the effect of service quality on customer satisfaction by train is 54,9% while the rest is influenced by other variables outside of this study, based on t test is the ost dominant dimension of assurance and certainty (