Pengaruh kualitas pelayanan terhadap kepuasan konsumen di PT. Ramayana Motor Sukoharjo

Penulis Utama : Asih Trimanoni
NIM / NIP : F3207023
× ABSTRACT This final project writing aims to find out the satisfaction level the consumers feel on the service given by PT Ramayana Motor Sukoharjo through the dimensions of service quality including Tangible, Reliability, Responsiveness, Assurance and empathy. The problem statement developed in this research is to find out the consumer satisfaction level on the performance given by PT. Ramayana Motor Sukoharjo. Technique of collecting data employed was observation, interview, and questionnaire method. The sampling technique used was simple random sampling with 100 respondents. In this research, technique of discussing used was descriptive analysis one, namely, the one to make a systematic, factual and accurate description about an object studied, while the consumer satisfaction was measured using importance performance analysis. From the research on 100 respondents about the service quality given by PT. Ramayana Motor Sukoharjo, it can be found that the results of consumer assessment on the performance given by the company include: viewed from the importance performance analysis, the highest consumer satisfaction level is in service procedure attribute or factor that will be done quickly, it can be seen from the percentage goodness of fit level of 113.28%, while the smallest attribute is that the employees have knowledge to answer the consumers’ question of 71.15%. The conclusion that can be drawn is that the result of Cartesian diagram of factors becomes the primary priority of PT. Ramayana Motor Sukoharjo and should be done because this factor is considered as important by the company and consumers, including: non strategic and not affordable dealer location, unattractive and untidy physical facility appearance. The recommendation given is that from the location side, the dealer should post the banner in front of its building so that the consumers can find the dealer location easily. From physical facility side, the product arrangement should be adjusted with the types of each product. Keywords: Tangible, Reliability, Responsiveness, Assurance and empathy.
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Penulis Utama : Asih Trimanoni
Penulis Tambahan : -
NIM / NIP : F3207023
Tahun : 2010
Judul : Pengaruh kualitas pelayanan terhadap kepuasan konsumen di PT. Ramayana Motor Sukoharjo
Edisi :
Imprint : Surakarta - F. Ekonomi - 2010
Program Studi : D-3 Manajemen Pemasaran
Kolasi :
Sumber : UNS-F. Ekonomi Prog. Studi Diploma III Manajemen Pemasaran-F.3207023-2010
Kata Kunci :
Jenis Dokumen : Laporan Tugas Akhir (D III)
ISSN :
ISBN :
Link DOI / Jurnal : -
Status : Public
Pembimbing : 1. Drs.Sunarjanto,MM
Penguji :
Catatan Umum : 3116/2010
Fakultas : Fak. Ekonomi dan Bisnis
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