PRIJADNA, Andreas Hendra and WIDIYANTO, Ibnu and SUTOPO, Sutopo,(January 2013), ANALISIS PENGARUH FAKTOR-FAKTOR KUALITAS PELAYANAN TERHADAP WORDS OF MOUTH PADA PLASA TELKOM PAHLAWAN SEMARANG. , UNSPECIFIED, UNSPECIFIED
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Abstract
Service quality is a winning strategy, so that companies can be more
successful and survive (to survive). Quality and service excellence that
contributes to higher customer satisfaction market share and profitability. Also
explained that the advantage of service attributes, can increase customer
willingness to recommend to other customers. Received much criticism Heroes
Plasa Telkom indicated that customer service is still not satisfactory, therefore the
need for research to address the various factors that cause has not been satisfied
customers of Telkom Plasa Heroes Semarang with the services provided. From
this background the purpose of this study was to analyze the effect of reliability,
responsiveness, empathy, tangible, and the assurance of the Words of Mouth on
Telkom Plasa Heroes Semarang. For the sake of the sample used by the
researchers was 70 respondents obtained through Slovin formula. Then to answer
the purposes of this study the data from the questionnaires were analyzed using a
multiple linear regression analysis.
The results of the analysis of the data shows the quality of reliability
(reliability), quality responsiveness, quality of service Empathy, Tangible service
quality, and good service quality Assurance positive influence on Words of
Mouth, demonstrated the significance probabilities of each variable <0.05.
Recommendations are given based on the results of this study are: 1)
Improve the completeness of facilities, 2) To evaluate the performance of regular
officers to request direct feedback from customers, and provide periodic training
to front office officials who deal directly with customers, 3) Increasing the
number of parking attendants and security guards outside the office Plasa, 4)
Improving hospitality workers when starting the service.
Keywords : | Kata Kunci : Reliability, Responsiveness, Empathy, Tangible, Assurance, Words of Mouth, Keywords: Reliability, Responsiveness, Empathy, Tangible, Assurance, Words of Mouth |
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Journal or Publication Title: | UNSPECIFIED |
Volume: | UNSPECIFIED |
Number: | UNSPECIFIED |
Item Type: | Thesis (Masters) |
Subjects: | Manajemen |
Depositing User: | Handri Herawati |
Date Deposited: | 02 Jun 2021 07:04 |
Last Modified: | 02 Jun 2021 07:04 |
URI: | https://repofeb.undip.ac.id/id/eprint/8685 |