Analisis Faktor-Faktor yang Mempengaruhi Kualitas Pelayanan Perusahaan dan Pengaruh Tingkat Kepuasan terhadap Perilaku Pelanggan (Studi kasus di Lembaga pengembangan Kepribadian John Robert Powers Surabaya)

Purnomolastu, Norbertus (2003) Analisis Faktor-Faktor yang Mempengaruhi Kualitas Pelayanan Perusahaan dan Pengaruh Tingkat Kepuasan terhadap Perilaku Pelanggan (Studi kasus di Lembaga pengembangan Kepribadian John Robert Powers Surabaya). Ekuitas : Jurnal Ekonomi dan Keuangan, 7 (1). pp. 16-37. ISSN 1411-0393

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Abstract

As a service company that should priorities matter to be able to satisfy their customers, satisfaction issue could not be separated from to what extent the company's performances was, so that good performance would render customers feel happy and would finally affect their behaviours. This research took John Robert Powers as an educational institution, in order to final out how far the company performance will be able to affect work performance and further more would affect behaviour of their customers. The research applied multiple analysis regression to find out what factors that influence quality and performance of company services, index of customer satisfaction to find out to hat extent the customer satisfaction was and analysis of chi square to find out the strength of customer effects on customer behaviour

Item Type: Article
Uncontrolled Keywords: Kinerja, Kepuasan, atribut, serqual
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Polytechnic > Diploma in Tax Accounting
Depositing User: Eko Setiawan 194014
Date Deposited: 04 Oct 2013 06:37
Last Modified: 21 Feb 2019 04:08
URI: http://repository.ubaya.ac.id/id/eprint/5279

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