Pangemanan, Daniel (0252249) (2006) Analisis Pengaruh Kualitas Jasa Pelayanan terhadap Kepuasan Konsumen (Program DKBS di Universitas Kristen Maranatha). Undergraduate thesis, Universitas Kristen Maranatha.
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Abstract
Every supplier always tried to give offers which is more than customer expectation so the customers satisfied. For example is with offering good augmented service so there is no difference between the expectation and the reality. Because of that the services need to have more attention for every supplier, including university which providing education. Observer interested to do some research about satisfaction of Maranatha students for the process of enrollment service to study at Maranatha according to service quality model. The purpose of this research is to know how far the difference that felt from augmented service and the influence to student satisfaction that given by Maranatha University. The object of this observation is Maranatha Christian University which location in Bandung, Indonesia. Observer had got 180 samples. Observer used preliminary test, which is validity and reliability test to measure whether the service quality dimension can be really use for the situation. We can analyses the services by using five services quality dimension. The method that used is survey method. This method describe the situation of company base on facts in the some situation, those facts were collected and an analyses. On the process, observer use quantitative method and analyses using statistic method, which is through t-test analysis for couple, independent sample t-test, regression analysis, and correlation analysis. Results of the test shows that there is difference, where is expectation is bigger than reality that cause students dissatisfaction. The composition shows the comparison between High Gap Group (HGG) and Low Gap Group (LGG) faculty that been analyses where the HGG proportion much more bigger, that means more students unsatisfied to the DKBS services. Another thing that the observer get in this observation is dimensions of service quality had biggest difference that need to be fixed on the faculty that been analyses happen on reliability and empathy.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | Service quality dimension, service company, and consumer satisfaction |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Economics > 52 Management Department |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 20 May 2016 11:00 |
| Last Modified: | 20 May 2016 11:00 |
| URI: | http://repository.maranatha.edu/id/eprint/20440 |
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