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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMENPADA STASIUN PENGISIAN BAHAN BAKAR UMUM DI UNIVERSITAS MUHAMMADIYAH MALANG

SUNAIDI, SUNAIDI (2014) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMENPADA STASIUN PENGISIAN BAHAN BAKAR UMUM DI UNIVERSITAS MUHAMMADIYAH MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Consumer satisfaction is influenced by perceptions of service quality, product quality, price and the factors that are personal, and that is the situation sesaat.Salah one factor that determines customer satisfactions the consumer's perception of the quality ofservicesthat focusesonfivedimensions-qualityofservices,namely: physical evidence(tangibels), reliability(reliability), responsiveness (responsiveness), guarantee(assuarance), andempathy(empathy). This study aimstodetermine the effect ofvariablepelayananbaikpartially or simultaneously. Anganalysisusedinthis study isthelinear regression analysis. Partiallyphysicalevidencevariable(X1), Reliability (X2) significant effect oncustomer satisfaction(Y), while the variableResponsiveness(X3), Collateral(X4) andEmpathy(X5) had no significant effecton customer satisfaction(Y). Variablequality of servicethat hasthe mostdominantinfluenceon customer satisfactionin theretail outletsisvariableUMMhonesty. In an effort toremain competitive in thefield ofselling fueloilthatis increasingly competitive, the managerretail stationsletthe University ofMuhammadiyah Malangneed to improveservice qualityon a consistent basis, that thephysical evidence, reliability, so going forwardUniversitasMuhammadiyah Malangretail outletscan alwaysgrowandadvancein providingservicestotheconsumer.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: Faculty of Economics > Department of Management
Depositing User: Fitri Ramandhany
Date Deposited: 18 Feb 2016 05:38
Last Modified: 18 Feb 2016 05:39
URI : http://eprints.umm.ac.id/id/eprint/20362

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