ANALISIS KUALITAS PELAYANAN PADA TOKO BUKU TOGA MAS MALANG

NAWAWI, FAUZEN (2007) ANALISIS KUALITAS PELAYANAN PADA TOKO BUKU TOGA MAS MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

This research is conducted at bookstore Togamas Malang with title : “ANALYSE OF QUALITY SERVICE AT BOOKSTORE TOGAMAS MALANG”. Target of this research is to know how quality of service at bookstore Togamas Malang. Analyzer the used is descriptive statistical analysis ( mean and presentase) that is to facilitate in giving of real correct meaning and to facilitate decision making in classifying result of data analysis and analysis span scale, that is to know performance and picture of service quality at bookstore Togamas which consist of physical evidence, mainstay, comments, guarantee, and attention. Result of data analysis indicate that Variable physical evidence at bookstore Togamas have good assessment category though there is assessment which included in category enough that is bookstore location indicator of Togamas. But for the performance of bookstore Togamas flatten to have pertained assessment is goodness and no indicator having category which enough, even there are two indicators owning assessment very good that is accuration and hygiene of store equipment and clothes. Reliability variable at bookstore Togamas have good assessment category and no indicator having assessment in category enough and for the performance of bookstore Togamas flatten to have pertained assessment. Variable energy goodness listen carefully at bookstore Togamas have good assessment category even don’t have assessment in category enough and also is bad. But for the performance of bookstore Togamas flatten to have pertained assessment is goodness and there is indicator having category which enough that is service of employees and handling of retur or conversion of book. Guarantee variable at bookstore Togamas have good assessment category. This matter is supported also with assessment for the performance of bookstore Togamas flatten to have pertained assessment is goodness and no indicator having category which enough. Empathy variable at bookstore Togamas have good assessment category. This matter is supported also with assessment for the performance of bookstore Togamas flatten to have pertained assessment is goodness and no indicator having category which enough. Pursuant to conclusion above, organizer always suggest that expected perform a correction at service of employees, handling of retur / conversion of book which have been bought. While Service bookstore Togamas which need to be defended is accuration and hygiene of clothes, store equipment, discounted, and way of payment in cashier.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Zainul Afandi
Date Deposited: 25 Jun 2012 07:11
Last Modified: 25 Jun 2012 07:11
URI: http://eprints.umm.ac.id/id/eprint/9413

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