Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengunjung Perpustakaan Lembaga Pengembangan Perbankan Indonesia

Darmarini, Darmarini (2015) Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengunjung Perpustakaan Lembaga Pengembangan Perbankan Indonesia. S1 thesis, STIE Indonesia Banking School.

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Abstract

The purpose of this research is to analyse the influence of service quality (tangibles, reliability, responsiveness, assurance and emphaty) for the satisfaction of the customer in using the LPPI Library. The object of this research is LPPI Library, and the subject is LPPI Library customer. This study uses non-probability sampling method to the data by distributing questionnaires to 100 respondents. The result of the questionnaires was analyzed by using multiple linear regression analysis, t-test and F-test. The validity instrument tested by using validity construct test and the reability instrument tested by using Cronbach Alpha. This study has produced seven outcomes: first off all, the t-test result shows that the independent variables which includes, tangibles, reliability and responsiveness have no significant relationship to the customer satisfaction, while assurance and emphaty dimensions have significant relationship to the customer satisfaction. The result showed that simultaneous variable service quality affects customer satisfaction of LPPI Library. The most influenced dimension in satisfying the customers in using the LPPI library is assurance direct dimension that is a standardized coefficient of 0,473 Therefore, in order to increase customer satisfaction of LPPI Library, the Library should maximize the service quality (tangibles, reliability, responsiveness, assurance and emphaty). Keywods : service quality, customer satisfaction, assurance

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: 25 Sep 2020 03:28
Last Modified: 25 Sep 2020 03:28
URI: http://repository.ibs.ac.id/id/eprint/816

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