PENGUKURAN KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN PADA INDUSTRI TEMPE MURNI MUCHLAR
Customer satisfaction is one indicator of the success of the service provided by the Tempe Industrial Pure Muchlar. Service is considered satisfactory if it can meet the expectations of its customers. This study aims to analyze the influence of service quality dimensions name...
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| Main Authors: | , |
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| 格式: | Theses and Dissertations NonPeerReviewed |
| 出版: |
[Yogyakarta] : Universitas Gadjah Mada
2014
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| 主題: | |
| 在線閱讀: | https://repository.ugm.ac.id/131585/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=72082 |
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| 機構: | Universitas Gadjah Mada |
| 總結: | Customer satisfaction is one indicator of the success of the service provided by
the Tempe Industrial Pure Muchlar. Service is considered satisfactory if it can
meet the expectations of its customers.
This study aims to analyze the influence of service quality dimensions namely
reliability, responsiveness, assurance, empathy and tangible to customer
satisfaction, and explain the five dimensions of service quality. This study uses
descriptive analysis with a quantitative approach. Subjects were 40 people who
became customers in Tempe Industrial Muchlar selected using accidental
sampling method.
Results of data analysis using quantitative descriptive analysis showed that of the
18 dimensions of service quality indicators used in this study, there are 17
indicators that have met the level of customer satisfaction and one indicator that
has not met the level of customer satisfaction. |
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