Increasing The Service Quality for Customer Satisfaction  

Oleh:

GS, Achmad Daengs ; Mahjudin ; Hufron, Mashudah

Jenis: Article from Journal - ilmiah nasional - terakreditasi DIKTI
Dalam koleksi: Journal of Economics, Business, & Accountancy: ventura vol. 15 no. 3 (Dec. 2012), page 423-442.
Topik: Service Quality; Customer Satisfaction; Tangibles; Reliability; Responsiveness; Empathy
Fulltext: 112-395-1-SM_dv.pdf (292.73KB)

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Perpustakaan Pusat (Semanggi) Nomor Panggil: VV5.9 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Business competition is unavoidable nowadays, whether it is either product or service, it has always its own strategy to win. In this condition, service is the most important factor that should be built and delivered to the customers. For that reason, sen'ice has to be qualified. This is due to the fact that with qualified service, the customers will also be satisfied and then they will not the business. A qualified sen'ice is marked by the number of consumers who were satisfied totally with the sen'ice. So, every business must focus on it. PT TIKI Branch ofKedung Saii Surabaya was the object of the research because service quality was critical. Theoretically, there are five dimensions of sen'ice quality such as assurance, tangibles, reliability, responsiveness, and empathy that may influence customer satisfaction. The objective of this study was, to determine the effect of sen'ice quality to customer satisfaction. Structural Equation Modeling (SEM) was used to analyze the primer and secondary data during the research. With the probability of> 0.10, it was found that assurance dimension could establish unidimensionality of service quality, while tangibles, reliability, responsiveness, and empathy dimensions could not. Therefore, it could be concluded that assurance was the prominent factor that caused customers satisfaction.

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