DETAIL KOLEKSI

Faktor-faktor yang mempengaruhi kepuasan pelanggan


Oleh : Ari Hadiman

Info Katalog

Nomor Panggil : 2016_TA_MJ_022111180

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2016

Pembimbing 1 : Kurniawati

Subyek : Service quality;Customer satisfaction

Kata Kunci : retail, marketing, service quality.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2016_TA_MJ_022111180-Halaman-Judul.pdf 2432.67
2. 2016_TA_MJ_022111180-Bab-1.pdf 0
3. 2016_TA_MJ_022111180-Bab-2.pdf 0
4. 2016_TA_MJ_022111180-Bab-3.pdf 0
5. 2016_TA_MJ_022111180-Bab-4.pdf 0
6. 2016_TA_MJ_022111180-Bab-5.pdf 0
7. 2016_TA_MJ_022111180-Daftar-Pustaka.pdf 0
8. 2016_TA_MJ_022111180-Lampiran.pdf 0

T Tujuan pada penelitian ini adalah untuk menentukan persepsi retail service quality dan hubungannya dengan kepuasan pelanggan Hypermart Carrefour di DKI Jakarta. Data dikumpulkan melalui kuesioner dengan teknik pengambilan sampel non-probability. Data dari 165 responden dianalisa untuk mengukur statistik deskriptif dan hubungan signifikan antara dimensi retail service quality dan kepuasan pelanggan. Hasil dari analisa data menunjukan bahwa adanya tingkat perceived quality yang tinggi dan terdapat hubungan antara dimensi ( RSQ) dan kepuasan konsumen. Dari kelima dimensi service quality, policy memiliki dampak yang paling tinggi terhadap kepuasan pelanggan, hal ini karena adanya pengaruh budaya dan life style masyarakat Jakarta.

T The purpose of this research is to determine the perception of retail service quality and customer satisfaction Hypermart relationship with Carrefour in Jakarta. Data were collected through questionnaires with technical non-probability sampling. Data from 165 respondents were analyzed to measure the descriptive statistics and significant relationship between the dimensions of retail service quality and customer satisfaction. The results of data analysis showed that the level of perceived quality is high and there is a relationship between the dimension (RSQ) and consumer satisfaction. Of the five dimensions of service quality, policy has the highest impact on customer satisfaction, it is because of the influence of culture and life style people in Jakarta.

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