Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di Pt. Matahari Department Store Solo Grand Mall (Studi Empiris pada Masyarakat di Wilayah Solo)

Sari, Noor Hidayah Intan Permata and , Drs. Wiyadi, M.M., Ph.D (2018) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di Pt. Matahari Department Store Solo Grand Mall (Studi Empiris pada Masyarakat di Wilayah Solo). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The aims of this research to analyze the influence of the service quality which include the tangible, reliability, responsiveness, assurance and empathy for customer satisfaction. The population in this study are all customer Matahari Department Store Solo Grand Mall. The samples were 100 respondents using technique purposive sampling. Data collection method used in the form of questionnaires. Analysis of data using multiple linear regression. The analysis showed that the variables of the tangible and empathy has significant influence on customer satisfaction. While variable reliability, responsiveness and assurance has no significant effect on customer satisfaction. For future studies will need to add another of the independent variables, such as price, quality products, and emotional factors.

Item Type: Karya ilmiah (Skripsi)
Uncontrolled Keywords: Tangible, Empathy, Reliability, Assurance, Responsiveness, Satisfaction Customer
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: NOOR HIDAYAH INTAN PERMATA SARI
Date Deposited: 09 Feb 2018 07:35
Last Modified: 09 Feb 2018 07:35
URI: http://eprints.ums.ac.id/id/eprint/59885

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