ANALISIS FAKTOR KUALITAS PELAYANAN SAMSAT CORNER DI MALL OLYMPIC GARDEN

FATONI LUBIS , SANTOSO (2010) ANALISIS FAKTOR KUALITAS PELAYANAN SAMSAT CORNER DI MALL OLYMPIC GARDEN. Other thesis, University of Muhammadiyah Malang.

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Abstract

ABSTRAK Tujuan penelitian ini adalah untuk mengetahui faktor kualitas pelayanan konsumen dalam menggunakan fasilitas Samsat Corner di Mall Olympic Garden dan untuk mengetahui faktor manakah yang paling dipertimbangkan konsumen dalam menggunakan fasilitas samsat corner di Mall Olympic Garden. Bagi Samsat Corner di Mall Olympic Garden, diharapkan dapat sebagai informasi tambahan dalam rangka peningkatan fasilitas dan pelayanan berdasarkan analisis perilaku para konsumen khususnya mengenai keputusan konsumen dalam menggunakan fasilitas yang ditawarkan. Alat analisis yang digunakan dalam penelitian ini yaitu dengan menggunakan analisis faktor. Berdasarkan hasil analisis faktor yang telah dilakukan maka dapat dihasilkan 7 faktor kualitas pelayanan pada Samsat Corner di Mall Olympic Garden, yaitu meliputi fasilitas fisik ruang tunggu, fasilitas penunjang, suasana, prosedur pembayaran, sistem antrian, tata letak peralatan dan keterampilan pegawai. Faktor fasilitas fisik ruang tunggu memberikan kontribusi terbesar yang dipertimbangkan konsumen untuk menggunakan fasilitas Samsat Corner di Mall Olympic Garden. ABSTRACT The purpose of this study was to determine the quality of customer service factors in the use of facilities at the Samsat Corner in Mall Olympic Garden, and to determine which factors most consumers consider using Samsat Corner facility at Olympic Garden Mall. For Samsat Corner at the Olympic Garden Mall, expected to be as additional information in order to improve facilities and services based on analysis of consumer behavior, especially regarding consumer decisions in the use of facilities offered. Analysis tools used in this study by using factor analysis. Based on the results of factor analysis has been done it can be generated 7 factors of service quality at the Samsat Corner in Mall Olympic Garden, which includes the physical facility waiting rooms, support facilities, atmosphere, payment procedures, system queues, layout of equipment and staff skills. Physical facility factors contribute to the waiting room is considered the largest consumers to use the facilities at the Samsat Corner in Mall Olympic Garden.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 13 Apr 2012 03:11
Last Modified: 13 Apr 2012 03:11
URI: http://eprints.umm.ac.id/id/eprint/2144

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