ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA SPEKTRUM FREKUENSI RADIO BENGKULU

Mustafa, Aidi (2015) ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA SPEKTRUM FREKUENSI RADIO BENGKULU. Masters thesis, Universitas Bengkulu.

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Abstract

The aim of this research is to analyze the influences of service quality dimensions— tangible, reliability, assurance, responsiveness, and emphaty — towards customer satisfaction of radio frequency spectrum of Bengkulu. The research is a quantitative approach and uses nonproportional cluster random sampling to 75 samples of 114 populations. The instrument of the research uses questionaires which were analyzed with multiple linear regression. This analysis is used to determine the influence magnitude of service quality dimension on customer satisfaction. According to F test, the result shows that the dimensions of service quality simultaneously influence the customer. And according to t test, the result shows that responsiveness and emphaty dimensions are partially influence the customer satisfaction. Based on both tests, multiple liniear regression shows that the increasing value of responsiveness and emphaty cause the increasing value of customer satisfaction significantly.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economy > Department of Management
Depositing User: 021 Nanik Rahmawati
Date Deposited: 04 Mar 2015 11:05
Last Modified: 04 Mar 2015 11:05
URI: http://repository.unib.ac.id/id/eprint/10575

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