ANALISIS PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN PADA ISTANA DIENG CLUB HOUSE

PRASETYO, WIWIT ADI (2007) ANALISIS PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN PELANGGAN PADA ISTANA DIENG CLUB HOUSE. Other thesis, University of Muhammadiyah Malang.

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Abstract

The research was descriptive with survey method, where the researcher doing observation in data collection which was done at “Istana Dieng Club House”, located at Jl. Raya Istana Dieng III Malang titled “Analysis Of Service Quality To Customer Satisfaction At Istana Dieng Club House”. This research aimed to find out whether service quality variable has simultaneous influence to the “Istana Dieng Club House” customer satisfaction. Second, in order to identify the most dominant service quality dimension in influencing the customer satisfaction at “Istana Dieng Club House” outlets. The research benefit for organization is for advice to find out the customer’s respond about given service quality. Data analysis tool was double linear regression analysis with F test and t test. According to the research by using double linear regression analysis, could be concluded that simultaneously, the service quality dimension consist of reliability, responsiveness, assurance, empathy, and tangible variables has direct effect to “Istana Dieng Club House” customer satisfaction According to the research and conclusion, there were some suggestion. “Istana Dieng Club House” officers should pay more attention to place and administration reservation process, so it could make administration and place order easier before using the facility offered to the customer. There hoped that “Istana Dieng Club House” officer employed staff who has good performance quality, so they could give optimal service, especially in restaurant or café, they should serve the order fast and accurate and they should also keep the place and facility clean so that the facility would be ready to used as its function.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Zainul Afandi
Date Deposited: 28 Jun 2012 07:36
Last Modified: 28 Jun 2012 07:36
URI: http://eprints.umm.ac.id/id/eprint/10123

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