PERSEPSI KONSUMEN TERHADAP KUALITAS LAYANANPADA TOKO BUKU GRAMEDIA KOTA BENGKULU

Rizka, Nova and Syaiful, Anwar (2012) PERSEPSI KONSUMEN TERHADAP KUALITAS LAYANANPADA TOKO BUKU GRAMEDIA KOTA BENGKULU. Undergraduated thesis, Fakultas Ekonomi UNIB.

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Abstract

The objective of this research is to know customer’s perception toward service quality of Gramedia Bookstore in Bengkulu City.This Research represent type research of survey that is research taking sample from a population using questionnaire as compiler of the data. Data type the used is primary data which taken by questionnaire and secondary data which taken from the information report, reference at Gramedia Bookstore Bengkulu. Population in this research is all customers at Gramedia Bookstore Bengkulu. Method intake of sample used accidental sampling. Method analyzes data the used is descriptive analysis with frequency tabulation, mean, and percentage. The result of data analysis show that : (1) the service quality from reliability dimension have on a very good level; (2) the service quality from responsiveness dimension have on a very good level; (3) the service quality from assurance dimension have on a very good level; (4) the service quality from empathy dimension have on a very good level; and (5) the service quality from tangibles dimension have on a very good level.

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