Dimensi-Dimensi Kualitas Layanan: Pengujian Model Kualitas Layanan dari Perspektif Eropa

Kuswoyo, Chandra and Tjahyadi, Rully Arlan (2017) Dimensi-Dimensi Kualitas Layanan: Pengujian Model Kualitas Layanan dari Perspektif Eropa. Jurnal Manajemen, 17 (1). pp. 71-80. ISSN 1411-9293

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Abstract

The purpose of this paper was to examine the role of functional quality, technical quality, and corporate image on customer satisfaction. Individual-level analyses from a sample of 265 students of Management study at Economic Faculty of Maranatha Christian University indicate that functional quality and corporate image are positively and significantly associated with customer satisfaction. Research findings indicate that functional quality and corporate image were found to be more important than technical quality in determining customer attitude.

Item Type: Article
Uncontrolled Keywords: Functional Quality, Technical Quality, Corporate Image, Customer 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: 15 Feb 2018 04:32
Last Modified: 16 Oct 2018 01:41
URI: http://repository.maranatha.edu/id/eprint/23909

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