Pengaruh Kualitas layanan [Pasang Speedy terhadap Kepuasan Pelanggan pada PT. Radika Karya Mandiri Utama Semarang |

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Pengaruh Kualitas layanan [Pasang Speedy terhadap Kepuasan Pelanggan pada PT. Radika Karya Mandiri Utama Semarang

Noor Auliya Novianto - Nama Orang;

PT. Rakida Karya Mandiri Utama is one of companies involved in telecommunication services. PT. RakidaKaryaMandiriUtama is the winner of tender andthe partner of PT. Telkom DivReg IV Central Java and Yogyakarta, working in telecommunication in STO Telkom Tugu,giving speedy installation services. Quality has a close relationship with customer satisfaction so the company is committed to always pay attention to the quality of service to keep cooperation with PT. Telkom DivReg IV Central Java and Yogyakarta.

This study has the independent variable (X) and the dependent variable (Y), where the independent variable was the quality of service consisting of reliability (X1), responsiveness (X2), assurance (X3), empathy (X4), and tangibles (X5). While the dependent variable is the customer satisfaction (Y).The purpose of this study was to analyze the influence of the quality service of Speedy installationscovering 5 dimensions. There are reliability, responsiveness, assurance, and empathy and tangible for the customer Satisfaction.125 respondents as speedy users were as sample in the research by using purposive sampling. Techniques of analysis used weremultiple linear regressions, the coefficientof determination, F-test,andt-test.

The study concludes that the result of F-test shows that the variable of service quality consisting of reliability, responsiveness, assurance, empathy, and Tangibles simultaneously had a significant influence on customer satisfaction. Besides, the result of t-test shows that variables of service quality, there are reliability, responsiveness, assurance, empathy, tangibles and partially had a significant impact to customer satisfaction.

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Informasi Detail

Judul Seri: -
No. Panggil: AN 130 NOO 2013
Penerbit: Semarang : Politeknik Negeri Semarang., 2013
Deskripsi Fisik: xv, 74 hal.; 29,5 cm
Bahasa: Indonesia
ISBN/ISSN: AN130/13
Klasifikasi: -
Tipe Isi: -
Tipe Media: -
Tipe Pembawa: -
Edisi: -
Subjek: PERILAKU KONSUMEN
Info Detail Spesifik: -
Pernyataan Tanggungjawab: -

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