ANALISIS PERBEDAAN KUALITAS PELAYANAN JASA PENGIRIMAN BARANG (Studi Pada Pengguna Jasa PT. JNE & PT. TIKI Cabang Utama Kota Malang)
| Main Author: | Anggriani, Nia Silvi |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/55528/7/Pendahuluan.pdf http://eprints.umm.ac.id/55528/1/BAB%20I.pdf http://eprints.umm.ac.id/55528/2/BAB%20II.pdf http://eprints.umm.ac.id/55528/3/BAB%20III.pdf http://eprints.umm.ac.id/55528/4/BAB%20IV.pdf http://eprints.umm.ac.id/55528/5/BAB%20V.pdf http://eprints.umm.ac.id/55528/6/Lampiran.pdf http://eprints.umm.ac.id/55528/ |
Daftar Isi:
- This study discusses the quality of service between PT. JNE and PT. TIKI Malang main branch and to find out the most different variables other independent variables. The instrument used to compare service quality is SERVQUAL. The independent variables in this study are physical evidence, reliability (reliability), responsiveness, assurance (assurance) and empathy (empathy). Data were analyzed descriptively and analyzed using discriminant analysis and discriminant consideration test. Trials are used to analyze conversations between variables in the questionnaire. Discriminant analysis results about what distinguishes the average of two categories of customers using PT. JNE with customers of PT. TIKI based on the variables used. Validation testing in the study obtained a very high accuracy rate of 87%.