Detail Cantuman
Pencarian SpesifikTugas Akhir Mahasiswa
Analisis Pengaruh Kualitas Pelayanan Terhadap Customer Retention Pada Alfamart Permata Puri Semarang
The problems occurring at Alfamart Permata Puri Semarang are the customers complaints and the decrease of Sales Transaction Day. The purposes of this research are to determine and analyze the influence of service quality - tangibility (X 1 ), reliability (X 2 ), responsiveness (X 3 ), assurance (X 4 ), and empathy (X 5 ) to customers retention (Y) at Alfamart Permata Puri Semarang. The collecting data methods used in this research are, interview, literature review and questionnaires. The scale of questionnaires used semantic differensial with 10 point scale and the respondents in this research are as many as 100 samples. The sampling technique used is purposive sampling. The analysis equipments used are validity testing, reliability testing, T test, F test, coefficient determination testing and multiple linear regression. Based on the calculations using SPSS version 17, the results of this research show that the regression equation Y= 0,230X 1 + 0,212X 2 + 0,236X 3 + 0,205X 4 + 0,199X 5 . In addition, the F test result of 7,554 which was bigger than F table was 2,31. Moreover to the F test, the T test result is bigger than T table and the result significance less than level significance of 0,05. So, it can be concluded that service quality which consists of tangibility (X 1 ), reliability (X 2 ), responsiveness (X 3 ), assurance (X 4 ), and empathy (X 5 ) have positive and significance influence toward customers retention (Y). The most dominant variable is responsiveness (X3) with the highestcoefficient of regression of 0,236.
Ketersediaan
MP013.17 | MP 013 LAI a 2017 C.1 | PERPUS POLINES (TA) | Tersedia |
Informasi Detil
Judul Seri |
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No. Panggil |
MP 013 LAI a 2017
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Penerbit | Politeknik Negeri Semarang : Semarang., 2017 |
Deskripsi Fisik |
xv, 87 hlm. ; 29,5 cm.
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Bahasa |
Indonesia
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ISBN/ISSN |
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Klasifikasi |
NONE
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Tipe Isi |
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Tipe Media |
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Tipe Pembawa |
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Edisi |
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Subyek | |
Info Detil Spesifik |
Ada CD
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Pernyataan Tanggungjawab |
LAILATUL Ulfah
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Versi lain/terkait
Tidak tersedia versi lain