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KUALITAS JASA PADA KERETA API MALIOBORO EXPRES

Anantama, Ari Ariestia (2013) KUALITAS JASA PADA KERETA API MALIOBORO EXPRES. Other thesis, University of Muhammadiyah Malang.

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Abstract

Service becomes an inportant thing done by the company in order to provide maximum satisfaction to customers. Providing the best service posible only if the company can maintain or improve the quality of service provided with respect to knowledge, skills and abilities possessed in service delivery to customers. This type or 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 “Quality of Service in Railway Malioboro Expres”. The purpose of this study was to determine the Quality of Service in Railway Malioboro Expres. The population in this study were all Railway passengers Malioboro Expres, with a total sample of 100 respondens of the study. Analysis technique used is a SERVQUAL method and a Cartesian diagram. Based on the above findings, the authors can provide advice, should the company can maintain and improve 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 loyalnto the Malioboro Expres Railway.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions: Faculty of Economics > Department of Management
Depositing User: Fitri Ramandhany
Date Deposited: 22 Jan 2016 06:00
Last Modified: 22 Jan 2016 06:00
URI : http://eprints.umm.ac.id/id/eprint/20151

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