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PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA PT. ADI RAHARJA UTAMA (SHIELD PEST CONTROL) DI SURABAYA

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Service quality is a strategy which is very important for the success and the development of a business organization. The concept of quality is commonly considered as the relative standard of goodness of a products or services which are important for a company in order to stabilize the relationship with the determined customers so the company can expand and grow in the future.
The purpose of this research is to find out the influence of service quality which consists of physical evidence, reliability, responsiveness, guarantee and empathy to the customers’ satisfaction. The population is the consumers who use the services of a pest control especially termite extermination in the months of January to October 2014 at PT. Adi Raharja Utama (Shield Pest Control) in Surabaya. The purposive sampling is used as the sample collection technique and 94 people have been selected as samples. The multiple regressions analysis is used as the analysis technique.
The result of this research describes that service quality variables which consist of physical evidence, reliability, responsiveness, guarantee and empathy have influence to the customers’ satisfaction variable. It indicates that these variables are feasible to be used in the research model. The correlation which has been shown among these variables to the customers’ satisfaction is firm. The result of the test also describes that service quality which consists of physical evidence, reliability, responsiveness, guarantee and empathy influences the customers’ satisfaction.
Keywords: Service Quality, Customers’ Satisfaction

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Ketersediaan

1S150019

M15/019 Ast p c.1

Perpustakaan Pusat - Lantai 2

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Informasi Detil

Judul Seri

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No. Panggil

M15/019 Ast p

Penerbit

: ., 2015

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

M15/019

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subyek

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Info Detil Spesifik

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Pernyataan Tanggungjawab

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