Analisis Pengaruh Service Convenience Dan Service Quality Terhadap Satisfaction

Triana, Novi (2010) Analisis Pengaruh Service Convenience Dan Service Quality Terhadap Satisfaction. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Intense competition in the service industry had made entrepreneurs that engaged in this sector to figure out the strategies to increase customer satisfaction. Entrepreneurs are required to pay attention and improving those aspects that affect customer satisfaction which are service convenience and service quality. Service convenience can be measured by five dimensions include decision convenience, access convenience, transaction convenience, benefit convenience and post-benefit convenience. Service quality also measured by five dimensions consist of tangibility, reliability, responsiveness, assurance and empathy. Through this research, can find out how far the influence of service convenience and service quality to satisfaction. The sample in this study is the user of cellular telephone services from the service provider of Telkomsel, Indosat and Excelcomindo. Method for the sample selection is using non probability sampling with purposive sampling. The data obtained through questionnaires of 195 respondents with the return rate of 190 sheets questionnaire. The method of data analysis used in this study is multiple regressions. Results obtained from this research indicated that the independent variable of service convenience and service quality influence the dependent variable of satisfaction. Keyword: Service convenience, Service quality, Satisfaction.

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