PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (STUDI PADA PENGGUNA JASA UPSTAIRS SHOESCARE)
| Main Author: | Yoan, Yoan |
|---|---|
| Format: | Thesis PeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/51172/49/Pendahuluan.pdf http://eprints.umm.ac.id/51172/2/BAB%20I.pdf http://eprints.umm.ac.id/51172/3/BAB%20II.pdf http://eprints.umm.ac.id/51172/4/BAB%20III.pdf http://eprints.umm.ac.id/51172/5/BAB%20IV.pdf http://eprints.umm.ac.id/51172/6/BAB%20V.pdf http://eprints.umm.ac.id/51172/7/LAMPIRAN.pdf http://eprints.umm.ac.id/51172/ |
Daftar Isi:
- The purpose of this study 1) To determine the effect of service quality on customer satisfaction Upstairs Shoescare. This type of research is survey research. The population in this study is Upstairs Shoescare customers, which are 100 people. Data analysis techniques that have been carried out are using scale analysis and multiple linear regression with t test. The result showed that 1) tangible has a positive and significant effect on customer satisfaction of Upstairs Shoescare service users 2) reliability has positive and significant effect on Upstairs Shoescare customer satisfaction 3) responsiveness has a positive and significant effect on satisfaction customer of Upstairs Shoescare. 4) assurance has a positive and significant effect on customer satisfaction and 5) empathy has a positive and significant effect on customer satisfaction.