ANALISIS KEPUASAN PELANGGAN ATAS KUALITAS LAYANAN GALERI INDOSAT(Studi Pada Galeri Indosat Malang Jl. Jaksa Agung Suprapto No. 47)

Nurul, Aeni (2009) ANALISIS KEPUASAN PELANGGAN ATAS KUALITAS LAYANAN GALERI INDOSAT(Studi Pada Galeri Indosat Malang Jl. Jaksa Agung Suprapto No. 47). Other thesis, University of Muhammadiyah Malang.

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Abstract

This study entitled "Analysis of Customer Satisfaction Quality Service Gallery Indosat (Study At Gallery Indosat Malang Jl. Jaksa Agung Suprapto No.47)." The objective of this research is to understand customer satisfaction for services gallery Indosat. And for the variable quality of service which is the main priority, maintained, low priority, and excessive to meet customer satisfaction. Data analysis tool that is used for that purpose is to use the Customer Satisfaction Index (IKP) and Importance-Performance Analysis to find out the variable quality of service gallery Indosat Malang Jl. Jaksa Agung Suprapto No. 47. To obtain primary data about the level of expectations, kepentigan, gallery and performance Inodsat done with the spread of questionnaires to customers who get service gallery Indosat Malang Jl. Jaksa Agung Suprapto No. 47, while the population is that customers come to the gallery Indosat Jl. Jaksa Agung Suprapto No. 47. Sampling technique used was the Convenience sampling. Based on the results of research, the conclusion is that the customer is not satisfied with the service gallery Indosat Jl. Jaksa Agung Suprapto No. 47. While the diagram kartesius of the quadrant A is variable reliability, in the B quadrant is variable insurance and empathy, in the C quadrant is responsiveness, the D quadrant is tangible.

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