Pengaruh Kualitas Pelayanan, Kualitas Produk dan Fasilitas terhadap Kepuasan Pelanggan Toko Buku Gramedia Slamet Riyadi Surakarta

Rochim, Dika Nur and -, Sri Murwanti, SE, MM (2017) Pengaruh Kualitas Pelayanan, Kualitas Produk dan Fasilitas terhadap Kepuasan Pelanggan Toko Buku Gramedia Slamet Riyadi Surakarta. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This research aim to know influence of service quality, product quality and facility to customer satisfaction in Gramedia Bookstore of Slamet Riyadi Surakarta. This research use quantitative method with approach of descriptif, as for collecting data method by propagating questioner. The population and sampel which used in this research are customer in Gramedia Bookstore of Slamet Riyadi Surakarta counted 100 responder. Hypothesis tested in this research use analyzer test validity, test reliability, classical assumption test, doubled linear regression, t test, F test, and coefficient of determinacy (R2). Result of the research indicate that by parsial, service quality have an effect on to customer satisfaction, product quality have an effect on to customer satisfaction and facility to customer satisfaction. As for result by simultan, service quality, product quality and facility have an effect on by simultan to customer satisfaction. Result of examination of coefficient of determinacy (R 2) indicate that the service quality, product quality and facility can explain variability of cutomer satisfaction.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: service quality, product quality, facility and costumer satisfaction
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: DIKA NUR ROCHIM
Date Deposited: 30 Oct 2017 08:36
Last Modified: 30 Oct 2017 08:36
URI: http://eprints.ums.ac.id/id/eprint/56638

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