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ITS » Undergraduate Theses » Statistika
Posted by jono at 09/12/2008 08:16:26  •  9933 Views


ANALISIS STATISTIK KUALITAS LAYANAN DAN TINGKAT KEPUASAN PELANGGAN PADA SURABAYA HONDA CENTER SBHC

SERVICE QUALITY AND CUSTOMER SATISFACTION STATISTICAL ANALYSIS AT SURABAYA HONDA CENTER SBHC

Author :
Huda, Miftahul 




ABSTRAK

Kepuasan Pelanggan adalah target yang harus dicapai oleh perusahaan seperti Surabaya Honda Center. Berbagai perla-kuan pelayanan menjadi sangat penting untuk memuaskan pe-langgan. Dalam kaitan ini maka dilakukan penelitian terhadap pe-langgan Surabaya Honda center. Penelitian ini bertujuan untuk menentukan tingkat kepuasan yang diinginkan oleh pelanggan dengan pemenuhan harapan pelanggan terhadap fasilitas layanan dan menentukan hubungan karakteristik pelanggan dengan ke-puasan pelanggan secara keseluruhan serta kualitas layanan apa yang mempengaruhi kepuasan pelanggan. Sumber data diperoleh dari survey dengan cara sistematik sampling. Berdasarkan peta kepuasan dan kepentingan fasilitas layanan yang menjadi priori-tas utama adalah cuci gratis perkiraan selesai waktu servis dan tempat sampah. Sepuluh fasilitas layanan yang perlu dipertahan-kan diantaranya ruang tunggu TV dan air minum gratis. Sedang-kan Fasilitas yang dianggap berlebihan adalah charge. Dengan menggunakan regresi logistik diketahui karakteristik pelanggan yang berpengaruh secara nyata 005 terhadap kepuasan pelanggan adalah kebiasaan servis pelanggan. Kualitas layanan yang secara bersama-sama signifikan mempengaruhi kepuasan pelanggan adalah keamanan dan kenyamanan parkir dan kualitas servis mekanik.


ABSTRACT

Customer satisfaction is the main target of company that must be achived such as Surabaya Honda Center. Several treatment become important to increase satisfaction level of customer. Therefor this research is done to the customer of Surabaya Honda Center. This research aim to determine the satisfaction storey level want by customer with the complishment of expectation customer to service fasility and determine the relation of characteristic customer with the satisfaction of customer as a whole and also service quality of what influencing customer satisfaction. Data source obtained from survey by systematic of sampling. Based on expected and perceived services the first priority are free washing motor cycle timing completion of services and garbage. The tenth facility that must be depended are waiting room television free drinking water. The abundant facility is charge. The caracteristics of customer which influence significance direcly in 0.05 to customer satisfaction is the habit of customer to service. The quality of services which together influence the satisfaction are safety and comfortness park and service quality of technician.



KeywordsKepuasan pelanggan, Peta kepuasan dan kepentingan, Regresi logistik
 
Subject:  Statistics Regression Analysis
Contributor
  1. Dr. ISMAINI ZAIN, M.Si
Date Create: 09/12/2008
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-Undergraduate-3100008031665
Collection ID: 3100008031665
Call Number: RSSt 519.536 Hud a


Source
Undergraduate Theses, DEPARTMENT Of STATISTICS Faculty Of Mathematics And Natural Sciences RSSt 519.536 Hud a,2008

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Copyright @2008 by ITS Library. This publication is protected by copyright and permission should be obtained from the ITS Library prior to any prohibited reproduction, storage in a retrievel system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. For information regarding permission(s), write to ITS Library




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ITS-Undergraduate-3100008031665-2758.pdf




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