PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MINI MARKET ALFAMART CABANG LAWEYAN SURAKARTA

RAHARJO, EPPO WARIH (2013) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MINI MARKET ALFAMART CABANG LAWEYAN SURAKARTA. Other thesis, Universitas Sebelas Maret.

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    Abstract

    The purpose of this research is to find out whether influence of services quality and customers satisfaction at Minimart AlfaMart branch Laweyan Surakarta. This research was also determine that tangibles variable are the most affect variable to customers satisfaction. This research is causal research with survey method. Target population of this research was customers of Minimart AlfaMart branch Laweyan Surakarta. The samples taken amount of 100 respondents in which samples are customers who have shopped at Minimart AlfaMart branch Laweyan Surakarta and still became loyal customers of Minimart AlfaMart branch Laweyan Surakarta. Based software SPSS analysis results for windows version 17.0 that test hypotheses of this research, was concluded that dimentions of services quality consist of tangibles, reliability, responsiveness, assurance and emphaty, gave an affect to customers satisfaction. From the results of the research, there was things could be to do of Minimart AlfaMart branch Laweyan Surakarta to pay attention in their services quality for customers, so they could win the competitions with other minimart. Beside that, Minimart AlfaMart branch Laweyan Surakarta should increase customers satisfaction, therefore customers would be loyal customers of Minimart AlfaMart branch Laweyan Surakarta. Keyword: Service Quality, Customer Satisfaction.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HG Finance
    Divisions: Fakultas Ekonomi > D3 - Manajemen Pemasaran
    Depositing User: Lia Primadani
    Date Deposited: 10 May 2014 22:46
    Last Modified: 10 May 2014 22:46
    URI: https://eprints.uns.ac.id/id/eprint/16107

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