PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN ( Survey pada Peserta Askes Komersial PT. Askes Cabang Pontianak )

PARDI , - (2011) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN ( Survey pada Peserta Askes Komersial PT. Askes Cabang Pontianak ). Jurnal Bisnis Indonesia, 2 (1). pp. 22-39. ISSN 2087-2402

[img]
Preview
PDF - Published Version
Download (1278Kb) | Preview

    Abstract

    This research was conducted at Comercial Askes Member of PT. Askes Pontianak Branch. Objectives of the research is to: (1) describe service quality consisting of variables of profesionalism and skill, attitudes and behavior, accessbility and flexibility, reliability and trustworthiness, service recovery, reputation and credibility with customer satisfaction; (2) explain effect of service quality consisting of variables of profesionalism and skill, attitudes and behavior, accessbility and flexibility, reliability and trustworthiness, service recovery, reputation and credibility together toward customer satisfaction of Comercial Askes; and (3) explain effect of service quality consisting of variables of profesionalism and skill, attitudes and behavior, accessbility and flexibility, reliability and trustworthiness, service recovery, reputation and credibility partially toward customer satisfaction of Comercial Askes. The method used is survey research method, which takes sample of all population member of Comersial Askes. The sample research takes as 100 people with proportional random sampling technique. Questionaire used to collected primary data. Technique data analysis is using descriptive and infrensial statistical with multiple linear regression. The result research showed that: (1) service quality given by PT. Askes of Pontianak Branch to customers is good enough; (2) The customers are enough satisfactory of the service from company; and (3) Partially, professionalism and skill, accessbility and flexibility, reliability and trustworthiness, service recovery with reputation and credibility would be significant effected toward variable of customers satisfaction, if one of the variable would be increased its implementation by assumption that other variable to be constant. It would give significant impact toward customer satisfaction, and the contrary of it. The research give suggestion that PT. Askes of Pontianak Branch should be more paying attention of customer quality given to customers, especially in simplifying procedure of servecie, so it would not be complicated, increasing of criticism and discipline of staff in order of wrong level in service dan be minimalized, giving more priority of member interest than personal interest, increasing responsibility of staff when there is problem, giving proper solution for every problem, like forgiving and explaining if there is wrongness, and using formal uniform with their identity for staff. Keywords: service quality, customer satisfaction.

    Item Type: Article
    Subjects: H Social Sciences > HF Commerce > HF5415.5 Customer services
    Divisions: UPN Jatim Journal > Jurnal Bisnis Indonesia
    Depositing User: Users 8 not found.
    Date Deposited: 28 Oct 2014 09:30
    Last Modified: 28 Oct 2014 09:30
    URI: http://eprints.upnjatim.ac.id/id/eprint/6433

    Actions (login required)

    View Item