Pengaruh Kualitas Pelayanan dan Diskonfirmasi Pelayanan terhadap Kepuasan Pelanggan pada PT. Pandu Siwi Sentosa Cabang Padang

ALEKTRIS, ROBERT (2011) Pengaruh Kualitas Pelayanan dan Diskonfirmasi Pelayanan terhadap Kepuasan Pelanggan pada PT. Pandu Siwi Sentosa Cabang Padang. Other thesis, Fakultas Ekonomi.

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Abstract

Costumer satisfaction has been the research topic of researcher in marketing major in the last century. Many of companies have been awared about the important to give more attention for costumer satisfaction. lt becomes the main tool for the companies to compate and support company's profit to reach the long term goal. Many researches and various result of it caused difficulty in identificating the factors that truely influences in costumer satisfaction. The last report showed that the costumer satisfaction was not only influenced by disconfirmacy but also many other factors took part on it. This reasearch purposes to see the influence of service quality, disconfirmacy factor, and other factors,such as work qualiU, work efeciency, and disconfirmacy in relation with costumer satisfaction, it base on Oliver (1994) and Balqiah (2002). Sample for this research is costumer that using cargo service of PT. Pandu Siwi Sentosa of Padang chapter.

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