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JudulPengaruh kualitas layanan terhadap kepuasan pelanggan jasa kereta api : Studi kasus angkutan penumpang kelas eksekutif KA. Sriwijaya I PT. Kereta Api Indonesia (Persero) Eksploatasi Sum - Sel
Klasifikasi7.002-PEM
Jumlah Bab5
PengarangAkhmad Nazaruddin
PembimbingDrs. Markoni, MBA
Drs. A.H Puspowarsito, MBA
Kata KunciCustomer's Perception of service Quality
KonsentrasiManajemen Pemasaran
Bentuk MediaTEXT
BahasaIndonesia
bidang usahaAngkutan Kereta Api
Tahun Terbit2000
Tempat TerbitPalembang
Kolasixiii, 154 hal. : il., tab. : 28 cm
CatatanANOTASI: One of the impacts of Indonesia's economic crisis that began in 1997 on the customers of land, sea and air transporatations is the relatively high increase of the prices of plane teckets; and this has caused the customers to choose another alternatives, that is train transportation. Therefore, this research is an attempt-to study the effect of service quality on the satisfaction of train service customers. The purpose of this research is to study and to know wether the service quality that is given by the service provider has fulfilled the customer's satisfaction and to study the effect of customer's perceptions of the service quality on the satisfaction of train tranfortation service users, especially that executif class customersof sriwijaya I train PT. Kereta Api Indonesia (Persero) Exploatasi South Sumatera. The result of the study shows that 73% of customers felt unsatisfied with the service provided by the service provider. The satisfaction and the dissatisfaction are imfluenced by SERVQUAL dimensions, of tangibles, reliability, responsiveness, assurance and empathy. Besides these the levels of satisfaction and dissatisfaction of a customers are also influenced by other factors; they are situational and personal factors. The dominand factors which effects a customers level of satisfaction based on SERQUAL dimensions is the Tangibles dimensions. Based on the facts encountered, the efforts that needs to be done to increase the customer's satisfactions is to improve the compony's commitment to focus its attention on the service quality. Therefore, the firm is expected to be able to improve service quality based on SERQUAL dimensions by the application of internal and interactive marketing concept as well as by the applicationa of the concept of marketing mix for service. In formulating customers oriented marketing strategies
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