Analisis Kualitas Pelayanan dan Bauran Pemasaran terhadap Kepuasan Pelanggan

Prasetyo, Panji Dwi and -, Dr. Ir. Suranto, ST, MM, M.Si (2020) Analisis Kualitas Pelayanan dan Bauran Pemasaran terhadap Kepuasan Pelanggan. Skripsi thesis, Universitas Muhammadiyah Surakarta.

	PDF (NASKAH PUBLIKASI) Naskah Publikasi.pdf Download (2MB)
	PDF (HALAMAN DEPAN) Halaman Depan.pdf Download (1MB)
	PDF (BAB I) BAB I.pdf Download (113kB)
	PDF (BAB II) BAB II.pdf Restricted to Repository staff only Download (168kB) | Request a copy
	PDF (BAB III) BAB III.pdf Restricted to Repository staff only Download (171kB) | Request a copy
	PDF (BAB IV) BAB IV.pdf Restricted to Repository staff only Download (323kB) | Request a copy
	PDF (BAB V) BAB V.pdf Restricted to Repository staff only Download (105kB) | Request a copy
	PDF (Daftar Pustaka) DAFTAR PUSTAKA.pdf Download (117kB)
	PDF (Lampiran) LAMPIRAN.pdf Restricted to Repository staff only Download (156kB) | Request a copy
	PDF (Surat Pernyataan) SURAT PERNYATAAN.pdf Restricted to Repository staff only Download (264kB) | Request a copy

Abstract

The research objectives are (1) to analyze the factors of service quality and marketing mix that have a positive and significant relationship to customer satisfaction (2) Provide suggestions for improvements to the factors that have a significant influence on customer satisfaction. This research is expected to be able to provide benefits for managerial parties in knowing how satisfied their customers are with the services provided and in determining a marketing strategy based on factors from the marketing mix in order to increase customer satisfaction. This research was conducted at the Ahass UMS Motor 1 workshop, which is a company engaged in the service of Honda motor vehicles. Retrieval of data through a questionnaire distributed to customers usingmethod simple random sampling. The analytical method used is Structural Equation Modeling (SEM), a multivariate analysis technique developed to cover the limitations of the previous analysis models that have been widely used in statistical research. The results showed that the factors of reliability, responsiveness, physical evidence and products have a positive and significant effect on customer satisfaction.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Kualitas Pelayanan, Bauran Pemasaran, Kepuasan Pelanggan, SEM
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	PANJI DWI PRASETYO
Date Deposited:	20 Nov 2020 04:27
Last Modified:	20 Nov 2020 04:27
URI:	http://eprints.ums.ac.id/id/eprint/87718

Actions (login required)

View Item