PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN BUS AL-MUBAROK JURUSAN MALANG-DENPASAR

Ikrom, Samrotul (2008) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN BUS AL-MUBAROK JURUSAN MALANG-DENPASAR. Other thesis, University of Muhammadiyah Malang.

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Abstract

This research represent survey at Service Firm Of Bus of Al-Mubarok with title “Influence Quality Of Service To Satisfaction Of Consumer Bus of Al-Mubarok Majors of Malang-Denpasar”. Target of this research is to know level of quality service activities which on the market by Bus of Al-Mubarok Malang, to know level satisfaction of consumer service activities which on the market by Bus of Al-Mubarok Malang, to know how big influence quality of service to satisfaction of consumer service user of Bus of Al-Mubarok Malang, to know variable quality of biggest service have an effect on to satisfaction of consumer service user of Bus of Al-Mubarok Malang. In this research, researcher take two hypothesis, that is : anticipated that variable quality of service which is mirror in five dimension that is physical evidence, mainstay, comments, guarantee, and attention influencing consumer in using Bus service of Al-Mubarok Malang, and anticipated that mainstay variable biggest variable have an effect on to satisfaction of consumer in using Bus service of Al-Mubarok Malang. Analyzer used to know how big influence quality of service to satisfaction of consumer service user of Bus of Al-Mubarok Malang and to know variable quality of biggest service have an effect on to satisfaction of consumer service user of Bus of Al-Mubarok Malang with analysis of regresi doubled linear with Ftest and t test. Pursuant to result of data analysis and processing statistically by using program of SPSS 14.00, known that level of free variable contribution to variable tied, for example mainstay equal to 0.368, energy listen carefully equal to 0.356, guarantee equal to 0.330, empathy equal to 0.337, and physical evidence equal to 0.493, while known there are influence and relation between free variable with variable tied with Ftest equal to 8,95 and Ftables equal to 2,31. free Variable contribution to variable tied equal to 56,8% and most having an effect on variable is physical evidence (X5) equal to 0,493. Pursuant to data analysis above can know that level quality of service which on the market Bus Al-Mubarok is goodness, mount satisfaction of consumer of service activities which on the market by Bus of Al-Mubarok malang is to gratify, to be known also that free variable have positive influence and relationto variable tied. This matter indicate that to satisfy not it passenger influenced by his goodness not the quality of service provided by Bus of Al-Mubarok Malang. Therefore Bus of Al-Mubarok Malang have to pay attention the quality of which the on the market do have fulfilled passenger expectation or not yet.

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: 09 May 2012 04:28
Last Modified: 09 May 2012 04:28
URI: http://eprints.umm.ac.id/id/eprint/4849

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