ANALISIS KEPUASAN PELANGGAN DENGAN PENDEKATAN PHYSICAL DISTRIBUTION SERVICE QUALITY (PDSQ) ( CV. Lintang Timur Surabaya )

ARIS , HARIYANTO (2013) ANALISIS KEPUASAN PELANGGAN DENGAN PENDEKATAN PHYSICAL DISTRIBUTION SERVICE QUALITY (PDSQ) ( CV. Lintang Timur Surabaya ). Undergraduate thesis, Faculty of Industrial Technology.

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Abstract

CV. Lintang Timur Surabaya, located on Jl. Ngagel 127A is one of the digital printing and advertising business is in the area of Surabaya. CV. Lintang Timur Surabaya is a business engaged in the service and production. The resulting products include Banner, X-Banner and vinyl stickers. Current services in CV. Lintang Timur Surabaya is not maximized, it is in the show by a number of untimely delivery, and delivery delays often occur despite delivery system directly from the company to the customer's home. Of these problems it is necessary to analyze how well the customer satisfaction with the approach of printing distribution services Physical Distribution Service Quality (PDSQ). The purpose of this study is to measure customer satisfaction with the quality of service distribution system and the proposed improvements to the distribution of printing services by collecting data used is using interviews, observation and distribution of questionnaires. Data processing using validity, reliability testing, hypothesis testing, and customer satisfaction index calculation with physical distribution service quality dimensions. Based on the results of the processing has been done, to obtain customer satisfaction index based on physical distribution, as well as to evaluate the expectations and perceptions of service quality the most. Results of this study conclude the calculation of Customer Satisfaction Index for physical distribution service quality dimensions is at 84.17% and the variable that has the highest gap is the attribute frequency variable quality Condition 0.86. Keywords: physical distribution service quality, expectations, perceptions, customer

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