ANALISIS PENGARUH FASILITAS, KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP MINAT MEREFERENSIKAN (Studi Kasus Pada Konsumen Jasa Pelayanan Cuci Sepeda Motor dan Mobil Star Clean di Semarang)

APRIANI, Munica and SOESANTO, Harry (2011) ANALISIS PENGARUH FASILITAS, KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP MINAT MEREFERENSIKAN (Studi Kasus Pada Konsumen Jasa Pelayanan Cuci Sepeda Motor dan Mobil Star Clean di Semarang). Undergraduate thesis, Universitas Diponegoro.

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Abstract

This study aimed to analyze the influence of facilities, service quality, and customer satisfaction for Star Clean Car Wash. This study, uses three independent variables, facilities, service quality, and customer satisfactiondan and the dependent variable is word of mouth.variables that using in this study are expected to know about how the process is happening and what factors that create word of mouth on Star Clean car wash. This sample, are owners of consumer Star Clean car wash in Semarang. Sample taken with a probability sampling, technique data analysis method is quantitative analysis, the reliability and validity tests, the classical aberration test, t test dan F test, determination coefficient and multiple linear regression analysis. Based on data analysis, indicate that variable facilities has a positive and the biggest influence on word of mouth Star Clean, and the customer satisfaction also has a positive influence on word of mouth Star Clean and the service quality also has a positive influence on word of mouth Star Clean and the Statisfication variable has the least positive influence on word of mouth of Star Clean.

Item Type:Thesis (Undergraduate)
Additional Information:facilities, service quality, and customer satisfaction, and word of mouth.
Uncontrolled Keywords:facilities, service quality, and customer satisfaction, and word of mouth.
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:29246
Deposited By:Mr. Perpustakaan Fakultas Ekonomi
Deposited On:05 Sep 2011 10:10
Last Modified:05 Sep 2011 10:10

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