HUBUNGAN ANTARA KUALITAS PELAYANAN KARYAWAN DENGAN KEPUASAN KONSUMEN DI TOKO BUKU GRAMEDIA MALANG

Indrayanti, Adik (2006) HUBUNGAN ANTARA KUALITAS PELAYANAN KARYAWAN DENGAN KEPUASAN KONSUMEN DI TOKO BUKU GRAMEDIA MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Consumer satisfaction is pleasant or unpleasant feelings derived from a comparison of the perception of the performance of products / services in the hope that someone. Consumer satisfaction is influenced by many factors, one of which is the quality of service. Quality of service is the process of subjectively experienced by the customer, where the activities of production and consumption take place at the same time. What happens during the interaction which is also called buyer-seller interaction will greatly affect the perceived customer service. The purpose of this study is to investigate the relationship between service quality employees with customer satisfaction at Gramedia Bookstore, Jl. Basuki Rachmat 3 Malang. The hypothesis is that there is a positive relationship between service quality employees with customer satisfaction. Subjects were consumer Gramedia Bookshop, Jl. Basuki Rachmat 3 Malang. In this research, sample collection techniques by coincidence is the sample (convenience sampling) is often referred to as the accidental sampling technique. Method of data collection using the Likert scale (I) Scale and Quality of Service (II) Consumer Satisfaction Scale. Test the validity of the item using the product moment correlation technique and reliability test using alpha analysis. Based on the research that has been hypothesized to be accepted that there is a significant positive relationship between service quality employees with customer satisfaction, with r = 0.828, p = 0.000. The effective contribution to employee service quality to customer satisfaction is at 68,6% while the remaining 31.4% are influenced by other variables not studied

Item Type: Thesis (Other)
Subjects: B Philosophy. Psychology. Religion > BF Psychology
Divisions: Faculty of Psychology > Department of Psychology
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 14 Jul 2012 02:27
Last Modified: 14 Jul 2012 02:27
URI: http://eprints.umm.ac.id/id/eprint/12039

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