TUMENGKOL, INKA MARRY STEVIARTY (2011) PENGARUH KUALITAS PELAYANAN TERHADAP PELANGGAN DI LEMBAGA BIMBINGAN BELAJAR SINOTIF CABANG BOULEVARD TIMUR-KELAPA GADING. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
The research purpoting to known what dimensions of service quality, such reliability, tangibles, responsiveness, assurance, dan emphaty has a simultaneous effect on customers in terms of customer satisfaction at the Institute Tutoring Sinotif East Boulevard, Kelapa Gading. The research method used is descriptive quantitative with survey methods. The population in this study were students at The Institute Tutoring Sinotif Eastern Boulevard Branch who studied in the period April 2011 to June 2011. The sampling technique is done by purposive sampling. Methods of data analysis performed by regression and correlation. Hypothesis testing using the t-test and the f-test. The results research that the service quality (reliability, tangibles, responsiveness, assurance, emphaty) simultaneously influence the customer in terms of customer satisfaction at the Institute Tutoring Sinotif Eastern Boulevard Kelapa Gading Branch. The most dominant variabel dimension is emphaty. Keywords : quality service, Reliability, Tangibles, Responsiveness, Assurance, Empathy, consumer, consumer Satisfaction. Penelitian ini bertujuan untuk mengetahui apakah dimensi dalam kualitas pelayanan yaitu keandalan, berwujud, daya tanggap, jaminan, empati berpengaruh secara simultan terhadap pelanggan dari segi kepuasan pelanggan di Lembaga Bimbingan Belajar Sinotif Boulevard Timur-Kelapa Gading. Metode penelitian yang digunakan adalah deskriptif kuantitatif dengan metode survey. Populasi dalam penelitian ini adalah siswa di Lembaga Bimbingan Belajar Sinotif Cabang Boulevard Timur Kelapa Gading yang belajar pada periode April 2011 sampai dengan Juni 2011. Teknik pengambilan sampel dilakukan dengan purposive sampling. Metode Analisis data dilakukan dengan regresi dan korelasi. Uji hipotesis menggunakan uji t dan uji f. Hasil penelitian menunjukkan bahwa kualitas pelayanan (keandalan, berwujud, daya tanggap, jaminan, empati) secara simultan berpengaruh terhadap pelanggan dari segi kepuasan pelanggan di Lembaga Bimbingan Belajar Sinotif Cabang Boulevard Timur Kelapa Gading. Dimensi variabel yang paling dominan adalah empati. Kata kunci : kualitas pelayanan, keandalan, berwujud, daya tanggap, jaminan, empati, pelanggan, kepuasan pelanggan
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | 65628 |
| NIM/NIDN Creators: | 55109110 072 |
| Uncontrolled Keywords: | quality service, Reliability, Tangibles, Responsiveness, Assurance, Empathy, consumer, consumer Satisfaction. kualitas pelayanan, keandalan, berwujud, daya tanggap, jaminan, empati, pelanggan, kepuasan pelanggan. tesis manajemen, manajemen pemasaran, MPS |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | MYTHA ALVIANA SARI |
| Date Deposited: | 20 Jul 2022 08:13 |
| Last Modified: | 20 Jul 2022 08:13 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/65628 |
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