DIMENSI KUALITAS JASA YANG DIPERTIMBANGKAN KONSUMEN DALAM MENGGUNAKAN BUS PAHALA KENCANA JURUSAN BOJONEGORO - JAKARTA

SUTANTO, DITA (2007) DIMENSI KUALITAS JASA YANG DIPERTIMBANGKAN KONSUMEN DALAM MENGGUNAKAN BUS PAHALA KENCANA JURUSAN BOJONEGORO - JAKARTA. Other thesis, University of Muhammadiyah Malang.

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Abstract

This Research, focussed at dimension of[is quality of what considered by consumer in using Reward Gold majors bus of Bojonegoro - Jakarta. Target of this research to identify dimension of[is quality of service considered by consumer to use Reward Gold majors bus of Bojonegoro- Jakarta. By teoritik can be explained that, there are five dimension of[is quality of service, among others that is dimension of tangibel, reliability, responsivness, Assurance, and emphati, representing dimension of[is quality of considered by service consumer in using Reward Gold majors bus of Bojonegoro- Jakarta Research by in terminal of Rajekwesi Bojonegoro and intake of sampel by judgemental sampling, while data collected to [pass/through] kuesioner to 100 responder. Kuesioner compiled in the form of scale of Likerts and data analysed to use factor analysis, variable which used in this research counted 20 variable. Result of research indicate that, pursuant to correlation of matrik, from 20 existing variable there are three ineligible variable [of] furthermore analysis that is, variable purchasing of ticket ( X13), individual attention ( X20), and checking of passenger ( X17). After [done/conducted] [by] ekstraksi from 19 variable which remain, to be formed [by] seven factor of[is core of, that is factor having value of eigen value above 1.00. While [at] giration process with varimax option there are three variable which do not pass point of cut ( 0.55), that is machine variable ( X5), knowledge of employees ( X16), and employees courtesy ( X19), so that only there are 14 variable which forming five factor of[is core of is. Fifth of the factor [is] Dimension of[is quality of considered service consumer in using bus Pahala kencana of Bojonegoro - Jakarta which consist of mainstay, additional service, physical evidence and security, kompetensi,persepsi. Forming of the quality dimension have different dimension and amount. Forming of the quality dimension have different dimension and amount with theory told by Parasuraman however don’t interfere in because representing result of development of its theory variable of Parasuraman. From overall of dimension of mainstay dimension represent most considered bydominant dimension majors bus Pahala kencana of Bojonegoro - Jakarta Pursuant to result of research, suggested by bus bus Pahala kencana of Bojonegoro - Jakarta always ascertain for the schedule of departure matching with the one which scheduled, looking after and improve; repairing physical facility which have there [s and employees is always given by guidance by company head to support all existing facility with good interaction and attitude with all passenger of bus

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 22 Jun 2012 03:35
Last Modified: 22 Jun 2012 03:35
URI: http://eprints.umm.ac.id/id/eprint/9062

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