, Temy and , Liliek (1998) Service quality study of PT Duta Bayu Citra Surabaya. Diploma thesis, Petra Christian University.
Full text not available from this repository.Abstract
The growth of technology develops so quickly. One of the innovations coming up so quickly is that car Air Conditioner that has been invented since a long time ago. Yet, the existence of Air Conditioner distributors in Surabaya cause tight competition. The competition includes price, product quality and service, so that distributor must not only give a good Air Conditioner product but serve the customers well possible; thus the distributor can exist and even face the competition. Reviewing to related literature, the writers use the theory of: service quality which consists of five dimensions ( Tangible, Reliability, Responsiveness, Assurance, and Empathy) and consumers' perception. This research needs data and information from 2 sources, that is: Primary data is obtained through distribution of questionnaires to customers and secondary data is obtained from library research by collecting a related data. The result from distributing questionnaires states that Pt. Duta Bayu Citra Surabaya the Air Conditioner distributor which is surveyed by the 'writers have satisfied the customers through dimensions (Tangibles, Reliability, Responsiveness, Assurance, and Empathy).
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | quality, control, service, responsibility, management |
| Subjects: | UNSPECIFIED |
| Divisions: | UNSPECIFIED |
| Depositing User: | Admin |
| Date Deposited: | 23 Mar 2011 18:48 |
| Last Modified: | 30 Mar 2011 15:03 |
| URI: | https://repository.petra.ac.id/id/eprint/14129 |
Actions (login required)
| View Item |
