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ANALISIS KEPUASAAN PELANGGAN TENTANG KUALITAS PELAYANAN PADA PERUSAHAAN JASA TIKI (STUDI PADA PERUSAHAAN JASA TIKI DI JOMBANG)

Source: OAI

ABSTRACT This research is to do in Jombang city with title “ The Analysis Of Costumer Satisfaction With Quality Service At TIKI Company In Jombang “. The research is to know for costumer satisfaction with quality service at TIKI company In Jombang include tangibles, reliability, responsiveness, assurance and empathy and for to know the quality service variabel is need attention by TIKI company in Jombang. The analiysis tool is use Kartesius Diagram used Correlations dan Reliability is use for to know correlation coefisien between item with total scor then different with critis is the alpha 0,600. Than with a counting statistic analysis is correlations toward all indicator in 5 variabel is significan result in 0,05 level (alpha = 5%) where is correlation coefisien bigger toward 0,195. From result correlations analysis and Reliability to know that between indicator in 5 variabel the research purposes is to know costumer satisfaction with quality service a TIKI company in Jombang include tangibles, reliability, responsiveness, assurance and emphaty and to know a quality service variable is need attention by TIKI company in Jombang. Costumer Satisfaction with Quality Service a TIKI company in Jombang include tangibles variabel, reliability variabel, responsiveness variabel, assurance variabel and emphaty variabel from a counting result a Costumer Satisfaction Indeks Analysis get IKP > 1, is mean that the work a TIKI company in Jombang is higger than hope. That make a costumer is satisficed. Than a quality service is need attention by TIKI company in Jombang.is Tangibles Variabel different 4 variabel is else. From conclusion in there, the writer can interprestasikan that TIKI company can make a costumer satisficed with the work is same with hope or costumer needed and TIKI company in Jombang must fixed or relays attention Tangibles Variabel is weaks by a costumer.

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