THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION AT TYAS KEBAYA BOUTIQUE IN BANDAR LAMPUNG

FADIL MUHAMMAD, 1211011059 (2016) THE INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION AT TYAS KEBAYA BOUTIQUE IN BANDAR LAMPUNG. UNIVERSITY OF LAMPUNG, FACULTY OF ECONOMICS AND BUSINESS THE .

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Abstrak

This study aims to determine whether the dimensions in service quality that is tangible, reliability, responsiveness, assurance, and empathy affects customer satisfaction at Tyas Kebaya boutiques and analyze the most dominant factor in influencing customer satisfaction at Tyas Kebaya boutiques The population in this study are those customers who order kebaya at Tyas Kebaya Boutique. Samples taken as many as 100 respondents using the technique of Non-Probability Sampling with purposive sampling approach, the technique of sampling data source with a certain considerations which data sources are considered most knowledgeable about what to expect, making it easier for researchers to explore objects or social situations under investigation. Based on statistical data analysis, indicators in this study are valid and are reliable variables. The sequence individually on each of the most influential variable is variable assurance with a regression coefficient of 0.410, and empathy with a regression coefficient of 0.394, followed by responsiveness with a regression coefficient of 0.110, and tangible with a regression coefficient of 0.109, while variables the lowest effect is reliability with a regression coefficient of 0.106. Key words: quality of service, tangible, reliability, responsiveness, assurance, empathy consumer satisfaction.

Tipe Karya Ilmiah: Skripsi
Subyek: H Ilmu Sosial = Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Ilmu Sosial = Social Sciences > HQ The family. Marriage. Woman
Program Studi: Fakultas Ekonomi dan Bisnis > Prodi Manajemen
Depositing User: 6020658 . Digilib
Date Deposited: 04 May 2016 03:46
Last Modified: 04 May 2016 03:46
URI: http://digilib.unila.ac.id/id/eprint/21713

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