Pratiwi, EstiWahyu (2013) Pengaruh Kualitas Pelayanan SPBU Pasti Pas Terhadap Kepuasan Konsumen di Kota Malang (Studi Pada SPBU Pasti Pas Jalan Panglima Sudirman Kota Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Kualitas adalah salah satu faktor yang dapat memengaruhi kepuasan pelanggan. Studi tentang kualitas layanan yang terdiri dari lima variabel: bukti fisik, empati, keandalan, jaminan dan responsif untuk mengetahui seberapa besar pengaruh terhadap kepuasan pelanggan. Layanan kualitas produk memiliki peran penting untuk menetapkan kepuasan pelanggan. Semakin banyak produk dan layanan berkualitas yang disampaikan, kepuasan yang dirasakan oleh pelanggan atau konsumen lebih tinggi. Penciptaan kepuasan pelanggan dapat memberikan manfaat, termasuk hubungan antara perusahaan dan pelanggan menjadi harmoni, memberikan dasar yang baik bagi konsumen untuk membuat pembelian berulang dan menciptakan loyalitas pelanggan, dan memberikan rekomendasi yang baik melalui mulut ke mulut perusahaan manfaat. Kepuasan pelanggan adalah sejauh mana kebutuhan, keinginan dan harapan pelanggan dipenuhi yang akan menghasilkan pembelian berulang. Oleh karena itu, kualitas layanan menjadi sangat penting bagi perusahaan untuk tetap maju dan mempertahankan kepuasan pelanggan
English Abstract
Quality is one factor that can affect customer satisfaction. Studies on the quality of service that consists of five variables: physical evidence, empathy, reliability, assurance and responsiveness to know how big influence on customer satisfaction. Product quality services have an important role to establish customer satisfaction. The more quality products and services delivered, the satisfaction felt by customers or consumers higher. Creation of customer satisfaction can provide benefits, including the relationship between companies and customers into harmony, providing a good basis for consumers to make repeat purchases and create customer loyalty, and gave good recommendations through word of mouth that benefit company. Customer satisfaction is the degree to which the needs, wants and expectations of customers are met that will result in repeat purchases. Therefore, the quality of service becomes very important for the company to stay ahead and maintain customer satisfaction
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2013/118/051303419 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Endang Susworini |
| Date Deposited: | 13 May 2013 11:03 |
| Last Modified: | 18 Oct 2021 11:05 |
| URI: | http://repository.ub.ac.id/id/eprint/106525 |
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