Novianto, Guntur (2007) The Implementation of servqual dimensions and customer satisfaction to Tanjung Wangi port. Bachelor thesis, Petra Christian University.Full text not available from this repository.
The essential element of the problem is the implementation of Servqual Dimensions to Tanjung Wangi port. The analytical method in this research is quantitative using multiple regressions. The reason for this method is that research topic related with finding correlation between customer satisfaction and Servqual Dimensions. Servqual Dimensions consist of tangibles, reliability, responsiveness, competence, courtesy, credibility, security, access, communication, and understanding customer. Each dimension consists of several item that represent behavior, and values of Tanjung Wangi port. Customer Satisfaction is affected by these Servqual Dimensions. Prioritizing which Servqual Dimensions are significantly improve Customer Satisfaction become important factor in improving Tanjung Wangi service performance
|Item Type:||Thesis (Bachelor)|
|Uncontrolled Keywords:||servqual dimensions, customer satisfaction|
|Date Deposited:||23 Mar 2011 18:48|
|Last Modified:||29 Mar 2011 10:59|
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