Pengaruh Kualitas Layanan Purna Jual terhadap Kepuasan Konsumen di Auto2000 Pasteur, Bandung

Hadirian, Fridolin (0552275) (2012) Pengaruh Kualitas Layanan Purna Jual terhadap Kepuasan Konsumen di Auto2000 Pasteur, Bandung. Undergraduate thesis, Universitas Kristen Maranatha.

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Abstract

Penelitian ini bertujuan untuk menjelaskan pengaruh dari dimensi pada kualitas layanan jasa terhadap kepuasan konsumen (customer satisfaction) di Auto2000 Pasteur Bandung dan menjelaskan faktor yang paling dominan mempengaruhi kepuasan konsumen di Auto2000 Pasteur Bandung. Hasil penelitian ini menemukan bahwa kualitas layanan pada dimensi tangibles, reliability, responsiveness, assurance dan empathy secara simultan berpengaruh terhadap kepuasan konsumen di Auto2000 Pasteur Bandung. Variabel tangibles, reliability, responsiveness dan empathy memiliki pengaruh secara signifikan terhadap kepuasan konsumen. Namun assurance tidak memiliki pengaruh terhadap kepuasan konsumen di Auto2000 Pasteur Bandung.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Kualitas Layanan, Kepuasan Konsumen, Auto2000
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: 09 Nov 2015 08:45
Last Modified: 09 Nov 2015 08:45
URI: http://repository.maranatha.edu/id/eprint/16898

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