Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen (Studi Kasus Pelanggan Produk Busana Muslim Pada Tik-Tok Boutique Karawang Barat)

Astriani, Ira Nita (2014) Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen (Studi Kasus Pelanggan Produk Busana Muslim Pada Tik-Tok Boutique Karawang Barat). S1 thesis, STIE Indonesia Banking School.

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Official URL: http://lib.ibs.ac.id/index.php?p=show_detail&id=20...

Abstract

Customer satisfaction is a happy or disappointed feeling of people that appear after comparing the result of product thought with the result hoped. This research is aimed to study cases the effect service quality to customer satisfaction. As for the object of the present study are customer of Tik-Tok Boutique Karawang Barat. There are five independent variables and one dependent variable. The independent variables are tangibles, reliability, responsiveness, assurance and emphaty. The dependent variable is customer satisfaction. The samples are obtained from the sample of 100 customer of Tik-Tok Boutique Karawang Barat in this study. This statistics method used are test of validity, test of reliability, test of normality, multiple regression analysis, and classical assumption test. With interval scale 1-5. The results of this research shows that tangibles, reliability, responsiveness, assurance and emphaty has significant effect to customer satisfaction. Only reliability has dominant effect to customer satisfaction. Key words : Tangibles, Reliability, Responsiveness, Assurance, Emphaty, And Customer Satisfaction.

Item Type: Thesis (S1)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: KODEPRODI61201#Manajemen
Depositing User: Ms Dyta Medina
Date Deposited: 08 Aug 2020 13:46
Last Modified: 03 Sep 2020 06:53
URI: http://repository.ibs.ac.id/id/eprint/722

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