Hatmodjo, Pramusita (2021) KINERJA PELAYANAN MENURUT PERSEPSI PELANGGAN UD. SARANA MITRA AGRO. Other thesis, Universitas Katholik Soegijapranata Semarang.
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Abstract
Pokok masalah pada penelitian ini adalah bagaimana persepsi pelanggan UD. Sarana Mitra Agro terhadap kualitas pelayanan. Teori yang digunakan yakni kualitas pelayanan TERRA (Tangible,Empahty, Responsiveness, Reliability,Assurance). Analisis data menggunakan pendekatan kuantitatif deskriptif dimana menggunakan kuesioner untuk mengetahui jawaban responden.Perhitungan pengambilan sampel menggunakan rumus Slovin sehingga terdapat 35 responden. Responden ialah pelanggan yang melakukan transaksi di 3 bulan terakhir. Hasil yang ditemukan adalah persepsi mengenai tangible yakni sebesar 4,4; emphaty memiliki nilai persepsi 4,4 sedangkan nilai persepsi mengenai responsiveness 4,25 , dan nilai persepsi reliability sebesar 4,4 dan terakhir assurance 4,8. The problem of this research is how is customer perception of UD. Sarana Mitra Agro service quality. This research uses TERRA service quality as theory (tangible, empathy, responsiveness, reliability, assurance). Data analysis uses a descriptive quantitative approach. The calculation of sampling uses the Slovin formula so it gets 35 respondents. The respondents are people who have transactions 3 months ago. The result found that perception of tangibles has 4,4; empathy has 4,4; while the perception of responsiveness has 4,25; and perception of reliability has 4,4 and the last is assurance has 4,8.
| Item Type: | Thesis (Other) |
|---|---|
| Subjects: | 600 Technology (Applied sciences) > 650 Management > 658 Management > Consumer Satisfication |
| Divisions: | Faculty of Economics and Business > Department of Management |
| Depositing User: | mr AM. Pudja Adjie Sudoso |
| Date Deposited: | 11 Jun 2021 01:55 |
| Last Modified: | 11 Jun 2021 02:20 |
| URI: | http://repository.unika.ac.id/id/eprint/25543 |
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