WISHANDY NOVRYANTY, 114010088 (2015) PENGARUH PRODUK, SUMBER DAYA MANUSIA DAN PROSES TERHADAP KEPUASAN PELANGGAN (Suatu Survey pada Pengguna Jasa Paket di PT. Pos Indonesia (Persero) Kantor Pos Asia Afrika Bandung). Skripsi(S1) thesis, Fakultas Ekonomi Unpas.
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Abstract
ABSTRACT Marketing management is the art and science of choosing target markets and seize, retain, and grow customers by creating, delivering, and communicating superior customer value. This study aims to determine how much influence the products, people and processes to customer satisfaction in PT.Pos Indonesia (Persero) Bandung Asian-African Post Office. The method used is descriptive and verification with a population of 100 respondents.Data collection techniques used were observation, interviews and distributing questionnaires. Data analysis method used is multiple linear regression, multiple correlation and coefficient of determination. The results showed that the products, people, process and customer satisfaction in PT.Pos Indonesia (Persero) Bandung Asian-African Post Office could be quite good. products, people and processes provide a strong influence on the improvement of customer satisfaction that is equal to 89,5%. The strong influence of independent variables is a product with a coefficient of 49.4%. While the people and the coefficient of 20,8% and 23,9%. Keywords: Product, People, Process and Customer Satisfaction
| Item Type: | Thesis (Skripsi(S1)) |
|---|---|
| Subjects: | S1-Skripsi |
| Divisions: | Fakultas Ekonomi > Manajemen 2011 |
| Depositing User: | nining widianingsih |
| Date Deposited: | 23 Mar 2016 03:14 |
| Last Modified: | 23 Mar 2016 03:14 |
| URI: | http://repository.unpas.ac.id/id/eprint/1288 |
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