The Implementation of servqual dimensions and customer satisfaction to Tanjung Wangi port [permalink]

The essential element of the problem is the implementation of Servqual
Dimensions to Tanjung Wangi port.
The analytical method in this research is quantitative using multiple regressions.
The reason for this method is that research topic related with finding correlation between
customer satisfaction and Servqual Dimensions.
Servqual Dimensions consist of tangibles, reliability, responsiveness, competence,
courtesy, credibility, security, access, communication, and understanding customer. Each
dimension consists of several item that represent behavior, and values of Tanjung Wangi
port.
Customer Satisfaction is affected by these Servqual Dimensions. Prioritizing
which Servqual Dimensions are significantly improve Customer Satisfaction become
important factor in improving Tanjung Wangi service performance

Author
• (34401024) GUNTUR NOVIANTO

Contributor
• (98-037) Ricky
• (98-038) Filicia Chandra

Publisher
Universitas Kristen Petra

Year : 2007

Subject
1. CUSTOMER SATISFACTION
2. CUSTOMER SERVICE

Keyword
servqual dimensions, customer satisfaction

Category
s1 - Skripsi/Undergraduate Thesis (International Business Management)

Language
English

Rights
Final Assignment Report No. 00010104/MAN/2007; Guntur Novianto (34401024)
The resource(s) is/are owned by the Creator/Contributor.Reproduction & distribution for non-commercial purposes is permitted provided that the credit for the Creator/Contributor and the source are explicitly stated,and no alteration are made

FILE(s)

1. jiunkpe-ns-s1-2007-34401024-7303-tanjung_wangi-cover.pdf (244.44 kB) - [permalink]

2. jiunkpe-ns-s1-2007-34401024-7303-tanjung_wangi-abstract_toc.pdf (66.86 kB) - [permalink]