CD Skripsi

Pengaruh Penerapan Total Quality Service (Tqs) Terhadap Kepuasan Pelanggan Pt. Citra Van Titipan Kilat Kota Pekanbaru

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ABSTRACT
This study aims to determine the effect of implementing total quality service (tangible, reliability, responsiveness, assurance, empathy) to customer satisfaction of PT Citra Van Titipan Kilat Pekanbaru branch. The population in this study are all customers who use the services of PT. Citra Van Titipan Kilat Pekanbaru branch with a total sample of 135 people.
Primary data as collected by questionnaire as an instrument to prove the results of the research, to test the hypothesis in this study was to use multiple linear regression analysis with SPSS (Statistical Program For Social Science). The sampling technique that has been selected is accindental sampling.
The results showed that: 1) there is a positive and significant effect on total quality service (tangible, reliability, responsiveness, assurance, empathy) partially on customer satisfaction PT. Citra Van Titipan Kilat Pekanbaru bramch, 2) there is a positive and significant effect of total quality service simultaneously on customer service satisfaction of PT. Citra Van Titipan Kilat Pekanbaru branch.
Keywords:Total quality service, tangible, reliability, responsiveness, assurance, empathy, satisfaction.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02. 119 (0178)

Penerbit

Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen., 2019

Deskripsi Fisik

vi, 71 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

02 02. 119 (0178)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

DAUS

Versi lain/terkait

Lampiran Berkas

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