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PENGARUH KUALITAS LAYANAN (SERVICE QUALITY) TERHADAP KEPUASAAN PELANGGAN KERETA API X

Pahala Mahsyar, Fergi (2015) PENGARUH KUALITAS LAYANAN (SERVICE QUALITY) TERHADAP KEPUASAAN PELANGGAN KERETA API X. Other thesis, University of Muhammadiyah Malang.

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Abstract

This study was conducted to determine the effect of quality of service (reliability, responsiveness, empathy, assurance and tangibles) against the train passenger satisfaction, and look for items that affect the most dominant among the five items in the service quality. Type of research is descriptive quantitative research, using multiple regression analysis, F test, t test and unstandardized coefficients as a tool of analysis in this study. Results of the study found that the dimensions of service quality (reliability, responsiveness, empathy, assurance and tangibles) effect on customer satisfaction Matarmajas train. dimensions of service quality are the most dominant effect on customer satisfaction is a guarantee, while partial responsiveness has no effect on customer satisfaction train. Manager of PT. Kereta Api Indonesia and Matarmajas train need to consider the existence of some improvement in the fifth dimension to meet customer expectations, but the variables that need to be focused improvement is how the manager to guarantee the comfort and security both in the station and in the train carriage.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Fitri Ramandhany
Date Deposited: 04 Mar 2016 08:25
Last Modified: 04 Mar 2016 08:25
URI : http://eprints.umm.ac.id/id/eprint/20466

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