Analisis Pengaruh Dimensi Service Quality Terhadap Customer Satisfaction pada Pengguna Internet Service Provider GSM di Batam

Herman, Herman (2012) Analisis Pengaruh Dimensi Service Quality Terhadap Customer Satisfaction pada Pengguna Internet Service Provider GSM di Batam. Undergraduate thesis, Universitas Internasional Batam.

Text Herman_0841125.pdf - Published Version Restricted to Repository staff only Download (4MB)

Abstract

In this modern era, where the internet is one part of the lifestyle of modern society as the internet is indispensable both in education and in marketing. Education using the internet to facilitate the process learning and maximize the students in their studies while in the marketing, using internet for shopping (onlineshop) to make consumers feel more covenient. Furthermore, internet is one tool for companies to go internationally.. The sample in this study were drawn from the people of Batam that are using internet service by phone from service provider GSM. Measuring the sample using purposive sampling and quota sampling techniques, survey methods and tools in the form of a questionnaire to the respondent of service provider GSM company. Data analysis was performed with Multiple Regression Analysis. Based on the results of the analysis conclude that tangible, responsiveness, reliability, assurance, and emphaty that was have a significant affect to customer satisfaction. Keywords: Internet, Tangible, Responsiveness, Reliability, Assurance, Emphaty, Customer Satisaction

Actions (login required)

View Item