HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN PELANGGAN JASA WARUNG INTERNET SKRIPSI

BIL RESTI, INDRIANA (2009) HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN PELANGGAN JASA WARUNG INTERNET SKRIPSI. Other thesis, University of Muhammadiyah Malang.

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Abstract

Nowadays, communication and information technology development which are able to help people to communicate or search information from all over the world is Internet. Internet is a computer communication network formed as information highway, connecting databases about all things with their component in international way. Service business, especially in Internet small-shop is something needed by Malang City since Malang city is a city which owed many students and college students among other cities. They needed fast and accurate information. Internet is a relative easy and cheap media to be accessed in order to get new information. In tight competition, the major thing to be prior is customer satisfaction to survive in Internet business competition. The research was done in order to find out the relation of service quality with Internet small shop customer satisfaction. The research was quantitative research. Research population was all college students who used internet small-shop service in Malang city. The samples are some college students who used Internet small-shop service consisted of 60 people taken by incidental sampling technique. Data collection method used was scale. There were two scale used. They were service quality and customer satisfaction scale arranged by the researcher, while data analysis method used product moment technique from Karl Pearson helped by computer program SPSS 12. From data analysis, there found result that (r =0,662: p = 0,000) so that could be concluded that there was significant positive correlation between service quality and customer satisfaction. It means that if the service quality high, so that the customer satisfaction would be high. In the contrary, when service quality was low, so that the customer satisfaction would be low. Data analysis result of variable determinant coefficient (r2) was 0,438. There could be concluded that the effective contribution of service quality to the customer satisfaction was 43,8% while rest of them was 56,2% influenced by the other factors which were not studied by the researcher

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