Robbany, Ricky Bayu (2018) The Relationship Between Service Quality And Hajj Applicant Satisfaction : Study About Administration Process At Banyumas. Magister thesis, Universitas Brawijaya.
Abstract
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English Abstract
Quality of service provides a boost to customers, to establish strong ties with the company. This long-term bond allows companies to understand carefully their customers' expectations as well as their needs thereby enhancing customer satisfaction whereby the company maximizes a pleasant customer experience and minimizes the customer's unpleasant experience. The title of research the relationship between service quality and hajj applicant satisfaction: study about administration process at banyumas district, as for the purpose of this research is to know how to analyze service quality (tangibles, reliability, resposiveness, assurance and empathy) to pilgrim satisfaction Ministry of Religious Affairs at Banyumas district in this study using Multiple Simple Regression Analysis. Test results Instrument validity shows r count> r critical means valid and reliabitas is above 0.6 means reliabel. The result of the research shows multiple regression analysis that is, Y = a + β1X1 + β2X2 + β3X3 + β4X4 + β5X5 = Y = 13.037 + 0.069 X1+ 0.070 X2 – 0.103 X3 + 0.090 X4 + 0.086 X5. Result of t test show service quality partially have positive effect to customer satisfaction. The result of F test shows that the service quality simultaneously has a positive effect on the satisfaction of the pilgrim at Banyumas, where the value of Pvalue 0,000 <0,05. The coefficient of determination (R2) shows the contribution of 0.252 or 25.2% service quality to customer satisfaction, while the rest is 74.8% in the form of contributions from other factors not examined in this study.
Other obstract
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| Item Type: | Thesis (Magister) |
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| Identification Number: | TES/658.812/ROB/t/2017/041901304 |
| Uncontrolled Keywords: | CUSTOMER LOYALTY, CUSTOMER SATISFACTION |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | S2/S3 > Magister Ilmu Administrasi Publik, Fakultas Ilmu Administrasi |
| Depositing User: | Endang Susworini |
| Date Deposited: | 23 Dec 2019 06:18 |
| Last Modified: | 23 Dec 2019 06:18 |
| URI: | http://repository.ub.ac.id/id/eprint/177304 |
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