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ITS » Undergraduate Theses » Matematika Ekstensi
Posted by dee@its.ac.id at 01/12/2011 14:27:04  •  4157 Views


ANALISA DIMENSI KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN

DIMENSIONAL ANALYSIS OF SERVICE QUALITY TO CUSTUMER SATISFACTION

Author :
ERLIANA, MEI  ( 1202109005 )




ABSTRAK

Semakin meningkatnya persaingan pada dunia bisnis perusahaan harus menemukan cara memenuhi kepuasan konsumen. Untuk itu dalam tugas akhir ini bertujuan mendapatkan variabel-variabel kualitas pelayanan yang diharapkan expected service konsumen. Studi kasus yang diambil adalah kualitas pelayanan di New Anc Motor. Analisis regresi linier berganda analisis jalur dan analisis faktor digunakan untuk mencari nilai kepuasan konsumen dan variabel-variabel yang diharapkan konsumen. Penelitian dilakukan terhadap konsumen New Anc Motor yang telah menjadi pelanggan selama minimal 1 tahun. Tugas akhir ini didapatkan pengaruh kualitas pelayanan SERVQUAL yang terdiri dari tangible bukti fisik reability keandalan responsivenesess daya tanggap assurance jaminan empathy empati dan outcome hasil terhadap kepuasan konsumen costumer satisfacton. Berdasarkan hasil pengolahan data dengan ketiga metode tersebut didapatkan hasil analisis untuk kepuasan konsumen yang terdiri dari 5 dimensi SERVQUAL sebesar 788. Pada analisis regresi linier didapatkan 5 variabel yang mempunyai prosentase tertinggi dalam memengaruhi kepuasan konsumen yaitu Daya tanggap P2 5821 Jaminan P4 5431 Daya tanggap P3 5387 Kehandalan P2 5285 dan Daya tanggap P1 5241. Pada analisis jalur didapatkan 5 variabel yang mempunyai prosentase tertinggi dalam memengaruhi kepuasan konsumen yaitu Daya tanggap P2 224 Jaminan P4 15 Daya tanggap P1 Kehandalan P2 135 Jaminan P1 131 dan Bukti Langsung P1 125


ABSTRACT

The increasing competition in the business world companies must find ways to meet customer satisfaction. Therefore in this thesis aims to get the variables of service quality expected expected service customers. The case study is taken is the quality of service in New Anc Motor. Multiple linear regression analysis path analysis and factor analysis is used to find the value of customer satisfaction and the variables that are expected consumer. The study was conducted on consumers in New Anc Motor which has been a customer for at least 1 year. This final obtained impact of service quality SERVQUAL which consists of tangible physical evidence reability reliability responsivenesess responsiveness assurance guarantee empathy empathy and outcomes results of consumer satisfaction costumer satisfacton . Based on the results of data processing with the three methods was obtained for analysis of customer satisfaction which consists of 5 dimensions of SERVQUAL by 78.8. In linear regression analysis found 5 variables that have the highest percentage in influencing customer satisfaction that is responsive Power P2 58.21 Assurance P4 54.31 Responsiveness P3 53.87 Reliability P2 52 85 and Responsiveness P1 52.41.In path analysis found 5 variables that have the highest percentage in influencing customer satisfaction that is responsive Power P2 22.4 Assurance P4 15 Responsiveness P1



KeywordsService quality; Customer satisfaction; Expected service
 
Subject:  Kualitas, pengawasan
Contributor
  1. Drs.Soehardjoepri , M.Si
  2. Drs. Rinurwati, M.Si.
Date Create: 22/07/2010
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-Undergraduate-3100011043053
Collection ID: 3100011043053
Call Number: RSMa 519.86 Erl a


Source
Undergraduate Thesis of Mathematics, RSMa 519.86 Erl a, 2011

Coverage
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Rights
Copyright @2010 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




[ Download - Open Access ]

  1.  ITS-Undergraduate-16462-Abstract_id.pdf - 181 KB
  2.  ITS-Undergraduate-16462-Abstract_en.pdf - 181 KB
  3.  ITS-Undergraduate-16462-Abstract_en.pdf - 181 KB
  4.  ITS-Undergraduate-16462-Conclusion-187369.pdf - 183 KB
  5.  ITS-Undergraduate-16462-1202109005-Paper.pdf - 351 KB




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