ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA YAMAHA DAU MOTOR MALANG

Dejaya, Kasuma (2008) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA YAMAHA DAU MOTOR MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Target of this research is to know variable of is quality of service by signifikan covering : reliability, energy listen carefully, guarantee, empathy, and physical evidence have an effect on by signifikan to satisfaction of cutomer at Yamaha Dau Motor and to know variable which giving biggest contribution to satisfaction of cutomer at Yamaha Dau Motor. Usefulness of research which wish to be reached specially to company that is upon which consideration in determining policy about quality of service a period of/to will come. Analyzer which is used in this research that is with Linear Analysis Is doubled. Than result of analysis of menunjukan that variable of is quality of service covering : reliability, energy listen carefully, guarantee., empathy, and physical evidence of having an effect on to. satisfaction of cutomer in Yamaha Dau Motor Malang. The Influence can be elaborated by that is reliability variable equal to 61.8%, energy listen carefully equal to 39.4%, guarantee equal to 33.1%, empathy equal to 31.9%, and physical evidence equal to 33.4%. From quality of service, in the reality reliability variable give biggest kontribisi of terhdadap satisfaction of cutomer at Yamaha Dau Motor Malang. Pursuant to conclusion above writer of side implication shall Yamaha Dau Motor of Malang always try to maintain and improve the quality of given service service. As for way of which can to be is by improving service service service quality, cutomer will lick lips and like to wear service of sevice Yamaha Dau Motor given. And expected by Yamaha Dau Motor for the doing of policys of yan aim to so that maintaining reliability variabel because have given biggest contribution at satisfaction of cutomer. Besides side of Yamaha Dau Motor shall pay attention other variable which is its contribution do not too dominant, so that can be improved again case : physical evidence, guarantee, empathy, and energy listen carefully.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Anggit Aldila
Date Deposited: 02 May 2012 02:33
Last Modified: 02 May 2012 02:33
URI: http://eprints.umm.ac.id/id/eprint/3726

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