UMM Institutional Repository

PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN (Studi Pada Pelanggan J&T Ekspress Cabang Kampung Malang Surabaya)

Nisa, Tien Adhwaun (2018) PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN PELANGGAN (Studi Pada Pelanggan J&T Ekspress Cabang Kampung Malang Surabaya). Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

[img]
Preview
Text
PENDAHULUAN.pdf

Download (1MB) | Preview
[img]
Preview
Text
BAB I.pdf

Download (247kB) | Preview
[img]
Preview
Text
BAB II.pdf

Download (461kB) | Preview
[img]
Preview
Text
BAB III.pdf

Download (690kB) | Preview
[img] Text
BAB IV.pdf
Restricted to Registered users only

Download (1MB) | Request a copy
[img] Text
BAB V.pdf
Restricted to Registered users only

Download (146kB) | Request a copy
[img] Text
LAMPIRAN.pdf
Restricted to Registered users only

Download (1MB) | Request a copy

Abstract

The research objective is to examine the effect of service quality and price on customer satisfaction on J & T Ekspress Surabaya customers. This study uses multiple linear regression analysis on 150 respondents who have been determined using incidental sampling technique as a sampling method using questionnaires for data collection. The results showed that partially service quality had a significant influence on customer satisfaction and prices also had a significant effect on customer satisfaction. Service quality has a greater value than price, so the quality of service has the biggest influence on customer satisfaction at the J & T Ekspress poor village branch in Surabaya.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201410160311491
Keywords: Service Quality, Price, Customers’ Satisfaction.
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: CKO Repository
Date Deposited: 02 Jan 2019 07:30
Last Modified: 02 Jan 2019 07:30
URI : http://eprints.umm.ac.id/id/eprint/42814

Actions (login required)

View Item View Item
UMM Official

© 2008 UMM Library. All Rights Reserved.
Jl. Raya Tlogomas No 246 Malang East Java Indonesia - Phone +62341464318 ext. 150, 151 - Fax +62341464101
E-Mail : infopus[at]umm.ac.id - Website : http://lib.umm.ac.id - Online Catalog : http://laser.umm.ac.id - Repository : http://eprints.umm.ac.id

Web Analytics

UMM Institutional Repository is powered by :
EPrints Logo