CD Tesis

Pengaruh Servqual Terhadap Kepuasan Dan Kepercayaan Masyarakat Pada Dinas Penanaman Modal Dan Pelayanan Satu Pintu Kabupaten Bengkalis

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The study was conducted at DPMPSP Bengkalis Regency, Riau. The aim is to find out the direct effect of the Dimensions of SERQUAL namely Tangible, Emphaty, Reliability, Responsiveness, and Assurance on people's satisfaction and trust. This study took a sample of 100 people. The variables used are physical evidence, responsiveness, empathy, assurance and trust in community satisfaction and trust. Data were analyzed using SEM (Structural Equation Modeling) analysis which was carried out through the Smart PLS 3.2.7 program.
The results showed that there was real evidence, empathy, reliability, responsiveness, and assurance for community satisfaction and. While empathy and guarantee are not directed towards public trust. and There is an influence between the variables of community satisfaction on community trust, the higher the level of community satisfaction will increase public trust.


Keywords: Servqual, community satisfaction, and community trust

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 219 (0142)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2019

Deskripsi Fisik

xiii, 116 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 219 (0142)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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