DETAIL KOLEKSI

Pengaruh dimensi kualitas pelayanan terhadap kesetiaan pelanggan di mini market


Oleh : Ismed Abdurrachman

Info Katalog

Subyek : Consumer satisfaction;Customer services - Quality control

Penerbit : FTI - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2005

Pembimbing 1 : Choiril Maksum

Kata Kunci : quality control, service industries, human engineering, customer services


File Repositori
No. Nama File Ukuran (KB) Status
1. 2005_TS_MTI_122980066_Halaman-Judul.pdf 1788.41
2. 2005_TS_MTI_122980066_Lembar-Pengesahan.pdf 262.62
3. 2005_TS_MTI_122980066_Bab-1_Pendahuluan.pdf 1124.1
4. 2005_TS_MTI_122980066_Bab-2_Tinjauan-Pustaka.pdf 4485.58
5. 2005_TS_MTI_122980066_Bab-3_Metodologi-Penelitian.pdf 1435.76
6. 2005_TS_MTI_122980066_Bab-4_Analisis-Hasil-dan-Pembahasan.pdf 1515.52
7. 2005_TS_MTI_122980066_Bab-5_Kesimpulan-dan-Saran.pdf 328.06
8. 2005_TS_MTI_122980066_Daftar-Pustaka.pdf 1742.9
9. 2005_TS_MTI_122980066_Lampiran.pdf 9155.04

P Penelitian ini dilatarbelakangi oleh Journal of Marketing Intelligence and Planning yang ditulis oleh Amy Wong dan Amrik Sohal, keduanya dari Monash University, Caulfielci East, Victoria, Australia. Mereka menyelidiki di Melbourne, Australia tentang Menilai Interaksi Pelanggan-Penjual dalam Rantai Ritel: Perbedaan antara Distrik Ritel Kota dan Negara. Lima Dimensi Kualitas Layanan yang terdiri dari : Reliability, Responsiveness, Assurance, Emphaty dan Tangibles dikemukakan oleh Parasuraman et al. (1998). Secara sederhana dapat dikatakan bahwa Loyalitas Pelanggan adalah perilaku pembelian yang dapat dipengaruhi oleh salah satu atau lebih di antara kelima Dimensi Kualitas Layanan tersebut. Penelitian ini juga mengkaji sikap dan perilaku setiap pelanggan dan/atau pembeli yang datang ke kedua Mini Market yang berada di dua tempat yang berbeda (di dalam kawasan perumahan dan di luar kawasan perumahan).Penelitian ini bertujuan untuk membuktikan hipotesis “Ada Pengaruh Dimensi Kualitas Layanan Terhadap Loyalitas Pelanggan Pada Dua Mini Market Sejenis Di Dua Lokasi Berbeda” _Desain penelitian ini berlaku untuk pengumpulan data primer dengan menggunakan kuesioner yang diedarkan langsung kepada responden.Analisis data yang digunakan dalam penelitian ini dilakukan dengan metode statistik dan alat bantunya adalah Deskriptif, Uji Reliabilitas, ANOVA dan Regresi Linier Sederhana & Berganda.Hasil penelitian menyimpulkan bahwa terdapat pengaruh dimensi kualitas pelayanan terhadap loyalitas pelanggan. Dimensi ini bervariasi dari satu tempat ke tempat lain di Mini Market.

T The background of this research was based on a Journal of Marketing Intelligence and Planning that written by Amy Wong and Amrik Sohal, both of them from Monash University, Caulfielci East, Victoria, Australia. They investigated in Melbourne, Australia about Assessing Customer-Salesperson Interactions in a Retail Chain: Differences between City and Country Retail Districts. Five Dimensions of Service Quality which consists of : Reliability, Responsiveness, Assurance, Emphaty and Tangibles were suggested by Parasuraman et al. (1998). Simply stated that Customer Loyalty is o purchase behaviour which could he affected by one or more among those five Dimensions of Service Quality. This research also investigated attitudes and behaviour of any customer and/ or purchaser who came to both of Mini Markets located at two different places (inside residential area and outside residential area).The objective of this research was to prove the hypothesis about "There is an Impact of Service Quality Dimensions on Customer Loyalty at two similar Mini Markets in two different locations" _The design of this research applies to collect the primary data that use a questionaire which was circulated directly to the respondents.Data analysis used in this research was performed by the statistical methods and their tools were Descriptives, Reliability Tests, ANOVA and Linear Simple & Multiple Regressions.The result of this research concluded that there is an impact of service quality dimensions on customer loyalty. These dimensions variated from one to the other places of the Mini Markets.

Bagaimana Anda menilai Koleksi ini ?