ANALISIS PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA KEBRAON SPORT CENTER DI SURABAYA

HERMANTO, HERMANTO (2010) ANALISIS PENGARUH KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA KEBRAON SPORT CENTER DI SURABAYA. Other thesis, University of Muhammadiyah Malang.

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Abstract

Type of doing this research is survey research, where researchers conducted observations in data collection, researchers only record data as it is, analyze and interpret data on the services performed futsal arena "Kebraon Sport Center" with the title "Quality Impact Analysis Services Customer Satisfaction for Kebraon Sport Center in Surabaya ". The purpose of this study is the first, to determine suitability of the quality of services that had been given by Kebraon Sport Center in Surabaya with customer expectations. Second, to analyze the influence of service quality dimensions, including tangibles , reliability , responsiviness, assurance , and empaty given by Kebraon Sport Center in Surabaya to customer satisfaction and a third, to analyzing the dimensions of the most satisfying customers Kebraon Sport Center in Surabaya. Usefulness of research to be achieved especially for the company as a donation of thought and input in determining the strategy of service quality to customer satisfaction that will play futsal in Kebraon Sport Center in Surabaya. Analysis tools used in this research is by using GAP analysis and multiple linear regression. The results of gap analysis / satisfaction with the service given Kebraon Sport Center in Surabaya can be seen that there were 10 respondents or 10% are satisfied with the quality of services provided by Kebraon Sport Center in Surabaya, while as many as 90% are not satisfied for services provided . The results of F test and t test can be proved that the dimension of the quality of services that include tangibles, reliability, responsiviness, assurance, and empaty given by Kebraon Sport Center in Surabaya effect on satisfaction customer. Based on the results of the regression coefficient of each service quality can be seen that the variable reliability has a dominant influence on customer satisfaction in Kebraon Sport Center in Surabaya. That is because the regression coefficients on these variables have the greatest value when compared with the other four variables. Based on the conclusions from the findings, it proposed several recommendations that the manager is expected to always give the customer satisfaction guarantee. The concrete steps that can be done is by providing appropriate services sports arena that promised to provide equipment with a guaranteed quality. In addition the manager is always expected to apply procedures that are not convoluted and provide collateral for the convenience in the process of leasing / registration. In providing the services expected to employ managers who can work professionally and have a high responsibility involved in efforts to provide customer satisfaction guarantee

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: 17 Apr 2012 03:37
Last Modified: 17 Apr 2012 03:37
URI: http://eprints.umm.ac.id/id/eprint/2324

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