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ANALISIS KEPUASAN PELANGGAN MENURUT DIMENSI KUALITAS PELAYANAN PADA KERETA API ARGO WILIS

YASAÂ, NUR CHOIRU (2012) ANALISIS KEPUASAN PELANGGAN MENURUT DIMENSI KUALITAS PELAYANAN PADA KERETA API ARGO WILIS. Other thesis, universitas of muhammadiyah malang.

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Abstract

YasaÂ’, Nur Choiru. 2012. Customer Satisfaction Analysis According to Dimensional Quality of Service In Railway Argo Wilis. Thesis. Faculty of Economics and business. Muhammadiyah University of Malang. Under the guidance: (1) Dr. Widayat, M.M and (2) Rahmat Wijaya, SE, M.M. Services becomes an important thing done by the company in order to provide maximum satisfaction to customers. Providing the best service possible only if the company can maintain or improve the quality of services provided with respect to knowledge, skills and abilities possessed in service delivery to customers. This type of research is to use survey research methods, it is because using a questionnaire as a tool to collect data. The research title is taken is "Customer Satisfaction Analysis According to Dimensional Quality of Service In Railway Argo Wilis". The purpose of this study was to determine the customer satisfaction to quality of service in Railway Argo Wilis with to know dimension quality of service dominance influence to customer satisfaction in Railway Argo Wilis. The population in this study were all Railway passengers Argo Wilis, with a total sample of 100 respondents of the study. Analysis technique used is a diagram of Cartesian and a customer satisfaction index. Based on the above findings, the authors can provide advice, should the company can maintain and improve the quality and the quality of service in each variable quality of service in order that more appropriate or even go beyond customer expectations, so that more customers are loyal to the Argo Wilis Railway .

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HA Statistics
H Social Sciences > HB Economic Theory
Divisions: Faculty of Economic > Department of Management
Depositing User: Fitri Ramandhany
Date Deposited: 26 Nov 2015 07:01
Last Modified: 26 Nov 2015 07:01
URI : http://eprints.umm.ac.id/id/eprint/19505

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