CD Skripsi

Analisis Kepuasan Pelanggan Atas Kualitas Layanan Bengkel Evi Fauzan Di Pekanbaru

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This study aims to determine and analyze the level of customer satisfaction on the quality of services provided at Evi Fauzan Workshop in Pekanbaru.
The population in this study were customers of Evi Fauzan Workshop in Pekanbaru whose number is not known with certainty. The sampling technique was purposive sampling, namely sampling based on the criteria determined by the researcher, amounting to 150 respondents. Data analysis used quantitative descriptive method, with Importance Performance Analysis (IPA) analysis tools.
From the results of the tests that have been done, it shows that expectations are higher than the actual performance. Overall, the level of consumer satisfaction is around 88%, thus consumers are not said to be very satisfied because expectations have not been achieved up to 100%. The Evi Fauzan Pekanbaru Workshop should improve its performance evaluation through meeting consumer expectations, so that consumers feel that their needs and desires are paid attention to by the workshop.
Keywords: Customer Satisfaction, Quality Of Services

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02. 121 (0030)

Penerbit

Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen., 2021

Deskripsi Fisik

ix, 79 hlm.; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

02 02. 121 (0030)

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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