Pengaruh Kualitas Layanan Konsumen terhadap Keunggulan Bersaing (Studi Kasus pada PT. Kereta Api Indonesia Persero Kelas Argo Parahyangan)

Rahardjo, Theodorus (0952179) (2013) Pengaruh Kualitas Layanan Konsumen terhadap Keunggulan Bersaing (Studi Kasus pada PT. Kereta Api Indonesia Persero Kelas Argo Parahyangan). Undergraduate thesis, Universitas Kristen Maranatha.

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Abstract

PT. Indonesian Railways as a public service company provider of rail transportation services also affected by economic shocks . Under conditions of competition are very strict transport business, maintaining customer satisfaction is one way to maintain the existence of the company. Therefore, PT. Indonesian Railways need to think and determine the appropriate steps in order to improve the quality of care. Argo Parahyangan Railway is one of the flagship passenger train PT. Indonesian Railways which operates in the area of operations I and II ( London and New York) have experienced a decline in the percentage of passenger numbers in recent years . The purpose of this study was to determine customer satisfaction in service quality Railways Argo Parahyangan today, knowing the factors that lead to low public confidence in the use of PT services. Kereta Api Indonesia ( Persero ) in particular Railways Argo Parahyangan , and determine whether there are significant quality of service at a competitive advantage which is owned by PT. KAI. In this study there are five dimensions in service quality variables and 3 dimensions in a variable of competitive advantage . The samples in this study were 200 respondents . Processing data using SPSS version 16 software and hypothesis testing using simple regression analysis . From the research that has been carried on, the conclusions that can be taken is that there is very little effect between quality of service and competitive advantage PT. KAI with sig = 0.182> 0.05 which indicates the quality of service does not affect the competitive advantage. it could be concluded that the absence of the influence of the quality of service at a competitive advantage in PT. KAI.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Argo Parahyangan, Service Quality, Competitive Advantage, Five Dimensions of Service Quality, Three Dimensions of Competitive Advantage
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: 25 Jun 2015 04:39
Last Modified: 25 Jun 2015 04:39
URI: http://repository.maranatha.edu/id/eprint/13580

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