Analisis Pengaruh Dimensi Kualitas Layanan Terhadap Kepuasan Konsumen Pada Carrefour Indonesia

Dimita, Puti Naisha (2015) Analisis Pengaruh Dimensi Kualitas Layanan Terhadap Kepuasan Konsumen Pada Carrefour Indonesia. S1 thesis, STIE Indonesia Banking School.

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Official URL: http://lib.ibs.ac.id/index.php?p=show_detail&id=24...

Abstract

The purpose of this research is to study the effect dimention of service quality to consumer satisfaction in Carrefour Indonesia. There are five independent variables and one dependent variable. The independent variabels are tangible, responsiveness, reliability, emphaty, and assurance. The dependent variable is consumer satisfaction. The samples are obtained from the sample of 100 consumer of Carrefour Indonesia, Lebak Bulus, South Jakarta. The statistic method used are test of validity, test of reliability, test of normality, multiple regression analysis, and classical assumption test The result of this research shows that tangible has positive significant effect to consumer satisfaction, responsiveness has no positive significant effect to consumer satisfaction, reliability has no positive significant effect to consumer satisfaction, emphaty has positive significant effect to consumer satisfaction, and assurance has positive significant effect to consumer satisfaction. Variable of Emphaty has dominant effect to consumer satisfaction. Keywords: Service Quality, Tangible, Responsiveness, Reliability,Emphaty, Assurance, Consumer Satisfaction

Item Type: Thesis (S1)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: KODEPRODI61201#Manajemen
Depositing User: Mrs. Deli Apsa
Date Deposited: 08 Aug 2020 04:48
Last Modified: 18 Aug 2020 06:40
URI: http://repository.ibs.ac.id/id/eprint/709

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