KEPUASAN PELANGGAN TERHADAP DIMENSI KUALITAS JASA PADA FLOW MUSIK STUDIO DI YOGYAKARTA

11074579, KURNIAWAN ANDI NUGROHO (2013) KEPUASAN PELANGGAN TERHADAP DIMENSI KUALITAS JASA PADA FLOW MUSIK STUDIO DI YOGYAKARTA. Bachelor thesis, Universitas Kristen Duta Wacana.

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Abstract

The customer’s satisfaction becomes the service system foundation toward customer’s need. The purpose of this research is to analyze the influence of tangibles, reliability, responsiveness,assurance, and emphaty toward customer’s satisfaction of Flow Musik Studio service users. This research will test the influence of quality dimension to the user’s satisfaction of Flow Musik Studio in Yogyakarta. The variables of service quality dimension are such as reliability, responsiveness, assurance, emphaty, and tangibles. In the data collection, this research analyzes the primary data produced by the questioner distribution with the number of samples of 100 respondens of Flow Musik Studio service users in Yogyakarta, with the analysis method applied in this research, that is Percentage analysis and Customer Satisfaction Index. Based on the result of Customer Satisfaction Index, then it can be concluded that on the whole the customers feel satisfied to the attributes available in Flow Musik Studio in Yogyakarta.

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