ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT TELKOM Tbk (STUDI PADA SUB PEMBAYARAN TELEPON PT TELKOM KANDATEL BELIMBING MALANG)

Nugroho, Aris Muji (2008) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT TELKOM Tbk (STUDI PADA SUB PEMBAYARAN TELEPON PT TELKOM KANDATEL BELIMBING MALANG). Other thesis, University of Muhammadiyah Malang.

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Abstract

This research represent of survey at PT. Telkom Kandatel Malang with tittle “ Analys influence of service quality to satisfaction of costumer in PT. Telkom Kandatel Malang”. Target of this research to know influence among/between service quality dimension with costumer satisfaction and to know which dimension variable of service quality is which most giving of influence bigers contributions to costumer satisfaction. Analyzer used to know influence among/between service quality dimension with costumer satisfaction is regresi linear berganda, later ; then to know dimension variable of service quality is which most giving of influence bigers contributions to costumer satisfaction use regresion coefficient formula. Result of equation use double regression Y = 0,936 + 0.140 X1 + 0.159 X2 + 0.329 X3 + 0.220 X4 + 0.188 X5, as while dimension variable of service quality is which most giving of influence bigers contributions to costumer satisfaction variable known that variable of responsiveness represent most giving of influence bigers contributions to costumer satisfaction in PT Telkom kandatel Malang with regression coefficient value of 0,329. From result of the regresi linear berganda known that hypothesis I accepted and result of regression coefficient hypothesis II refused because in a reality variable of responsiveness most giving of influence bigers contributions to costumer satisfaction non variable of tangible. Pursuant to conclusion above writer can suggest that better leader of PT Telkom Kandatel Malang take care responsiveness variable to consist of employ fastest to service telepon payment and employ ability to concuer costumer complain in SUB telepon payment and always to increase quality service gived costumer PT Telkom Kandatel Malang.

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: 23 May 2012 04:11
Last Modified: 23 May 2012 04:11
URI: http://eprints.umm.ac.id/id/eprint/5757

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