MUSTOFA, QUSNA (2016) PENGARUH KEMAMPUAN, SIKAP, PENAMPILAN, PERHATIAN, TINDAKAN DAN TANGGUNG JAWAB DALAM PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. REGULO RAFTING PROBOLINGGO. Diploma thesis, STIE MAHARDHIKA SURABAYA.
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Abstract
"The effect of ability, attitude, appearance, attention, action and responsibility in service to customer satisfaction PT. Regulo Rafting Probolinggo "is the title of this research, which was taken in order to determine how much influence the service to customer satisfaction is the main factor in determining the success of the company. Every successful company is to provide satisfaction for its customers could certainly able to survive and become a market leader. The population in this study is the number of customers of PT. Regulo Rafting in the year 2015 as many as 2433 people. By using the Slovin formulas then obtained a total sample of 96 people. Data were collected using a questionnaire in the form of a list of questions. Data analysis technique used is multiple linear regression analysis with SPSS 20.0. After testing the above hypothesis with significance level of 5%, the F test (simultaneous) obtained value of F (5.930)> F table (2.20) then there is a significant effect of simultaneous ability, attitude, appearance, attention, action, responsibility in service to customer satisfaction. T test results ability variable value t = 2,524, attitudinal variables worth t = 1.998, variable appearance worth t = 2,715, variable attention worth t = 2,353, the action variable value t = 2,349, variable responsibilities worth t = 2,612 and the value ttable = 1,986 which means that the variable ability, attitude, appearance, attention, action, responsibility in the service of significant effect partially towards customer satisfaction at PT. Regulo Rafting
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | ability, attitude, appearance, attention, action, responsibility |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 22 Oct 2018 08:58 |
| Last Modified: | 13 Dec 2022 09:30 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/112 |
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