ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN JASA BALAI LATIHAN KERJA INDUSTRI (BLKI) SEMARANG

ADHIYANTO, Mochlas and MUDIANTONO, Mudiantono (2012) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN JASA BALAI LATIHAN KERJA INDUSTRI (BLKI) SEMARANG. Undergraduate thesis, Fakultas Ekonomika dan Bisnis.

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Abstract

This research aims to find out if the dimensions in the quality of service that is tangible, responsiveness, reliability, assurance, and emphaty affect consumer satisfaction Exercise Hall Working industry (BLKI) Semarang and analyzing the most dominant in influencing consumer satisfaction Exercise Hall Working industry (BLKI) Semarang. The population in this study are training students Employment Training Hall (BLKI) Industry. In this research data collected by questionnaire method to 100 respondents, aiming to find out the response of respondents towards each individual variable. The analysis used covers test validity, reliability test, test assumptions Classics (multikolinearitas, normality, heteroskedastisitas), multiple linear regression analysis, test test t, F, the coefficient of determination. From the results of the analysis using regression can note that variables are Tangible, Responsiveness, Reliability, Assurance, and Emphaty everything positive and significant effect on Consumer Satisfaction in training in Industrial Work Exercise Hall (BLKI) Semarang. With the influence of 68.5% and 31.5% of the site affected by other variables.

Item Type:Thesis (Undergraduate)
Additional Information:quality of service, tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (security), emphaty (concern), satisfaction of consumers.
Uncontrolled Keywords:quality of service, tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (security), emphaty (concern), satisfaction of consumers.
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:35805
Deposited By:Mr. Perpustakaan Fakultas Ekonomi
Deposited On:19 Jul 2012 09:18
Last Modified:19 Jul 2012 09:18

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