Pengaruh Kualitas Layanan Jasa Terhadap Kepuasan Pelanggan Lembaga Bimbingan Belajar St. Ignatius Education & Training Center Di Palembang

Johandy, Christoforus Kevin (2015) Pengaruh Kualitas Layanan Jasa Terhadap Kepuasan Pelanggan Lembaga Bimbingan Belajar St. Ignatius Education & Training Center Di Palembang. Other thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

This study aims to analyze the influence of the services quality consisting of five dimensions of service quality: Tangible, reliability, responsiveness, assurance, and empathy for customer satisfaction at institutions tutoring St. Ignatius Education Center in the city of Palembang. The population in this study were students who participated in the study in tutoring St. Ignatius. Used as a sample of 100 respondents and use non probability sampling techniques. Non Probability type of sampling is purposive sampling in which information is taken from members of the population who are willing to fill out a questionnaire. Hypothesis testing using multiple regression analysis with SPSS 16. The results of this study indicate that all of the research hypothesis is accepted. Four dimensions of service quality has positive influence that physical evidence, reliability, responsiveness, assurance and empathy while the negative effect on customer satisfaction.

Item Type: Thesis (Other)
Additional Information: Skripsi Lengkap dapat dibaca di Ruang Referensi Perpustakaan UKMC Kampus Bangau.
Uncontrolled Keywords: service quality, customer satisfaction, tutoring agency
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Theses - S1 > Management Study Program
Depositing User: Perpustakaan Unika Musi Charitas
Date Deposited: 07 Jan 2020 05:12
Last Modified: 07 Jan 2020 05:12
URI: http://eprints.ukmc.ac.id/id/eprint/3194

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