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
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
(34401024) GUNTUR NOVIANTO
(98-038) Filicia Chandra
Universitas Kristen Petra
Year : 2007
1. CUSTOMER SATISFACTION
2. CUSTOMER SERVICE
servqual dimensions, customer satisfaction
s1 - Skripsi/Undergraduate Thesis (International Business Management)
Final Assignment Report No. 00010104/MAN/2007; Guntur Novianto (34401024)
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