PERANAN KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN PADA CUCIAN MOBIL SUKSES MOTOR SRIWIJAYA PALEMBANG
| Main Author: | SUDARMAN, - |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2014
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| Subjects: | |
| Online Access: |
http://eprints.polsri.ac.id/769/1/FILE%201.pdf http://eprints.polsri.ac.id/769/2/FILE%202.pdf http://eprints.polsri.ac.id/769/3/FILE%203.pdf http://eprints.polsri.ac.id/769/4/FILE%204.pdf http://eprints.polsri.ac.id/769/5/FILE%205.pdf http://eprints.polsri.ac.id/769/6/FILE%206.pdf http://eprints.polsri.ac.id/769/7/FILE%207.pdf http://eprints.polsri.ac.id/769/8/FILE%208.pdf http://eprints.polsri.ac.id/769/ |
Daftar Isi:
- The purpose of this final report is to determine how much the level of customer satisfaction with services Sukses Motor Sriwijaya Palembang. The method used in this research is the analysis of quantitative and qualitative data, the results are processed based on the questionnaire that spread to consumers by 60 respondents. Based on the data obtained, the quality of service of a Sukses Motor Sriwijaya Palembang as the dimensions of the direct evidence is the most dominant dimensions provide customer satisfaction that is 80.23%. While other dimensions such as reliability, perception, guarantee customer satisfaction rate has exceeded 70%. However, the dimensions of empathy is only 60.2%. Therefore it should be the owner of the company is expected to correct the deficiencies that have been provided to the customer as the dimensions of empathy, and are expected to maintain the best service to customers already provide. Keyword: Service Quality, Tangibles, Reliability, Responsiveness, Assurance and Emphaty.