ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi di PT.Pelindo III Cab. Tg. Emas Semarang)

SALEH A., Eric Ferdinan and IDRIS, Idris (2011) ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN (Studi di PT.Pelindo III Cab. Tg. Emas Semarang). Undergraduate thesis, Universitas Diponegoro.

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Abstract

This study aims to examine the effect of Tangible, Responsiveness and Assurance to Customer Satisfaction of Port of Tanjung Emas Semarang. Hypothesis proposed from this research is: (a) There are positive and significant influence from Tangible to Customer Satisfaction, (b) There are positive and significant influence from Responsiveness to Customer Satisfaction, and (c) There are positive and significant influence from Assurance to Customer Satisfaction. Sample of this research are from customer of Port of Tanjung Emas Semarang as many as 100 persons. Data obtained through primary data by distributing questionnaires to be filled and through secondary data obtained from Port of Tanjung Emas Semarang. Data analysis using Regression model and the result are: (€a) Tangibles have positive and significant impact to Customer Satisfaction, (b) Responsiveness have positive and significant impact to Customer Satisfaction, and (c) Assurance have positive and significant impact to Customer Satisfaction.

Item Type:Thesis (Undergraduate)
Additional Information:Tangible, Responsiveness, Assurance and Customer Satisfaction.
Uncontrolled Keywords:Tangible, Responsiveness, Assurance and Customer Satisfaction.
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:29107
Deposited By:Mr. Perpustakaan Fakultas Ekonomi
Deposited On:16 Aug 2011 08:13
Last Modified:16 Aug 2011 08:13

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