CUSTOMER SERVICE RELATIONS DAN KEPUASAN PELANGGAN (Studi Korelasi Antara Pelayanan Customer Service Relations dan Kepuasan Pelanggan di Kalangan Anggota Member Pada BPU. Rosalia Indah Tahun 2009)

Ayuningtyas, Tia Widyastuti (2009) CUSTOMER SERVICE RELATIONS DAN KEPUASAN PELANGGAN (Studi Korelasi Antara Pelayanan Customer Service Relations dan Kepuasan Pelanggan di Kalangan Anggota Member Pada BPU. Rosalia Indah Tahun 2009). Other thesis, Universitas Sebelas Maret Surakarta.

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    Abstract

    TIA WIDYASTUTI AYUNINGTYAS. D1207640. CUSTOMER SERVICE RELATIONS AND CUSTOMERS SATISFACTION. (A Correlational Study Between the Customer Service Relations and the Customers Satisfaction among the Members of BPU. Rosalia Indah in 2009). Skripsi. Communication Department. Social and Political Sciences, Sebelas Maret University Surakarta, 2009. The rapid development of transportation in Solo encourages the BPU. Rosalia Indah to be more creative in arranging its programs. One of its program in the attempt of giving the best service to the customers is the member program aiming to increase the number of customers and to maintain its customers loyalty. Many research discussed about the customer relations and customer satisfaction issue. However, From the researches studying customer relations and customer satisfaction only few of them studying the relationship between the customer relations and customer satisfaction in the context of transportation business. If any, it was conducted outside Indonesia. Therefore, this research is considered as relevant and is the prior research in which the researcher attempts to prove whether there is or not correlation between the customer service relations and customer satisfaction in the transportation business. The variables of research are customer service relations (X) and customer satisfaction (Y). The research aims to find out whether there is or not significant relation between the customer service relations and customer satisfaction among the members of BPU. Rosalia Indah. The research used an explanatory research to explain the relationship among the variables through hypothesis testing. Techniques of collecting data used were the primary data obtained through distributing the predefined questionnaire to the respondent, and the secondary data obtained from the observation to the research location particularly to search for data on respondents, geographical location, interview and literary study. Having conducted the analysis using Spearman rank correlation (rs), it is obtained the values of r s for X and Y of 0.492 with n = 86. Then, the t statistic is obtained of 5.17, the value of it is higher than its critical value, with degree of freedom (df) = 84 and significance level = 95% for one-way test, 5.17 > 1.684 > 1.617. Thus, it can be concluded that there is a significant relations between the customer service relations and customer satisfaction among the members of BPU. Rosalia Indah.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Komunikasi
    Depositing User: Yudha Adhitya
    Date Deposited: 12 Jul 2013 23:51
    Last Modified: 12 Jul 2013 23:51
    URI: https://eprints.uns.ac.id/id/eprint/2857

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