STUDI TENTANG KEPUASAN PELANGGAN DI BENGKEL KHUSUS VESPA TERHADAP PELAYANAN JASA SERVIS

Mulyo, Suryo Hadi (2007) STUDI TENTANG KEPUASAN PELANGGAN DI BENGKEL KHUSUS VESPA TERHADAP PELAYANAN JASA SERVIS. Other thesis, University of Muhammadiyah Malang.

[img]
Preview
Text
STUDI_TENTANG_KEPUASAN_PELANGGANDI_BENGKEL_KHUSUS_VESPA_TERHADAPPELAYANAN_JASA_SERVIS.pdf

Download (86kB) | Preview

Abstract

Business workshop included an emphasis on sales of business services. The definition of services is an appearance of performance did not materialize and disappear more quickly to perceived rather than owned, and customers more quickly participate actively in the process of consuming these services (Kotler, 1994:464). According Schaars (in Tjiptono 2000:24) (Thesis Sari Dewi Sartika in Satisfaction Studies, 2001:7) is basically the purpose of business is to create the customer to feel satisfied, the creation of satisfaction can provide the benefits of creating a harmonious relationship between companies and customers , and the creation of loyalty between the customer and the company. Satisfaction itself is the assessment of a person after comparing the expectations and reality. Day (in Tjiptono, 2000:89) (in Sari Dewi Sartika Thesis, Study on Satisfaction, 2001:7) there are five factors that can measure the satisfaction, namely: reliability, keresponsifan, confidence, empathy and tangible. Population in this research is all customer Bengkel Vespa Special Tyo and samples of this study as many as five customers with the provisions more than once to serve out periodically. To determine customer satisfaction of maintenance services researchers conducted observations and interviews directly in the study site for one month to determine customer satisfaction provided to customers. Data analysis in this study using a qualitative descriptive method which researchers describe the observations and interviews obtained from the study. Based on the results of data analysis it can be concluded Vespa Special Tyo Shop customers are satisfied with the services provided.

Item Type: Thesis (Other)
Subjects: B Philosophy. Psychology. Religion > BF Psychology
Divisions: Faculty of Psychology > Department of Psychology
Depositing User: Zainul Afandi
Date Deposited: 23 Jun 2012 09:17
Last Modified: 23 Jun 2012 09:17
URI: http://eprints.umm.ac.id/id/eprint/9310

Actions (login required)

View Item View Item