PENGARUH KUALITAS PELAYANAN JASA PENCUCIAN MOBIL TERHADAP KEPUASAN KONSUMEN PADA CLEAN 8 BANDUNG

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PENGARUH KUALITAS PELAYANAN JASA PENCUCIAN MOBIL TERHADAP KEPUASAN KONSUMEN PADA CLEAN 8 BANDUNG

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Title: PENGARUH KUALITAS PELAYANAN JASA PENCUCIAN MOBIL TERHADAP KEPUASAN KONSUMEN PADA CLEAN 8 BANDUNG
Author: Gunawan S., Rizal
Abstract: In a research study into the object is a Clean 8 Bandung is one of the leading car wash upper middle class . As the car wash is widely known by the public , of course, a variety of strategies applied by her Clean 8 Bandung in the face of one of the competitors by improving service quality to customer satisfaction . There are 5 indicators that can support customer satisfaction is Tangible , Emphaty , Reliability, Responsiveness , Assurance . To test the implementation of the program and the effect on customer satisfaction . So do other testing methods used were questionnaires to 100 respondents spread with hypothesis testing techniques sampling.Sedangkan probility carried out simultaneously and obtained parsial.Berdasarkan path analysis assessment of the variable Y is that satisfaction is a comparison between the perceived ( reality ) which is perceived by the expected ( expectancy ) of the Clean 8 users . The highest satisfaction scores on indicators of suitability Reability is metered , amounting to 90.91 % . This is because Reability provided by Clean 8 exceed the expectations of consumers Clean 8 Bandung so that consumers feel quite satisfied . While the lowest valuation in the interior cleanliness Emphaty was 71.43 % for the lowest even though this assessment , however, the percentage of consumers indicate that the service is quite satisfactory . Overall assessment of the satisfaction of quality of service Clean 8 Bandung is at 80.52 % which means that consumers value enough memuaskan.Berdasarkan test results table T and T count is obtained and thitung table = 1,663 = 20.20 > 1.663.Berdasarkan calculations above hypothesis that the author make acceptable , meaning that the hypothesis is supported by the authors in the field facts " If the implementation of customer satisfaction with service quality is acceptable Clean 8 Bandung
URI: http://repository.widyatama.ac.id/xmlui/handle/123456789/2717
Date: 2014


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Lembar Pengesahan.pdf 582.6Kb PDF View/Open
Abstrak.pdf 181.7Kb PDF View/Open
Kata Pengantar.pdf 241.7Kb PDF View/Open
Daftar Isi.pdf 260.9Kb PDF View/Open
Bab 1.pdf 426.9Kb PDF View/Open
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Bab 5.pdf 194.9Kb PDF View/Open
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