ARI SHANTI SUANDEWI, NPM : 128 212 054 (2016) PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP NILAI PELANGGAN SERTA IMPLIKASINYA TERHADAP KEPUASAN PELANGGAN (Studi Pada Badan Penanaman Modal dan Perizinan Terpadu Provinsi Jawa Barat). Thesis(S2) thesis, UNPAS.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk memperoleh bukti empiris mengenai “Pengaruh Dimensi Kualitas Layanan Terhadap Nilai Pelanggan Serta Implikasinya Terhadap Kepuasan Pelanggan” (Studi Pada Badan Penanaman Modal dan Perizinan Terpadu Provinsi Jawa Barat). Hasil penelitian diharapkan dapat memberikan manfaat dalam memberikan jasa layanan teknis bagi masyarakat investor, dimensi kualitas layanan sangat penting dalam memberikan layanan yang optimal bagi pelanggan, sehingga diharapkan dapat memberikan bahan masukan bagi Badan Penanaman Modal dan Perizinan Terpadu (BPMPT) Provinsi Jawa Barat. Metode penelitian yang digunakan adalah analisis deskriptif dan verifikatif. Pengumpulan data yang digunakan adalah wawancara dengan menggunakan kuesioner disertai dengan teknik observasi dan kepustakaan, teknik sampling menggunakan sampling secara acak atau random sampling. Pengumpulan data di lapangan dilaksanakan pada tahun 2015. Teknik analisis data menggunakan Analisis Jalur (path analysis). Hasil penelitian menunjukan bahwa secara umum tanggapan pengguna layanan di BPMPT Provinsi Jawa Barat mengenai kualitas pelayanan dan nilai pelanggan relatif sudah baik begitu juga kepuasan. Pengaruh kualitas pelayanan terhadap nilai pelanggan di BPMPT Provinsi Jawa Barat sebesar 82,70% dan pengaruh nilai pelanggan terhadap kepuasan pelanggan di BPMPT Provinsi Jawa Barat sebesar 87,80%. Kata Kunci : Kualitas Pelayanan, Nilai Pelanggan, Kepuasan Pelanggan ABSTRACT The aim of this study was to obtain empirical evidence about "Quality Impact Of Service And Its Implication Customer Value Customer Satisfaction" (Study on Investment Board and Integrated Licensing of West Java Province). The results are expected to provide benefits in providing technical services for the public investor, the dimensions of service quality are essential in providing optimal service for customers, is expected to provide input for the Board of Investment and Integrated Licensing (BPMPT) West Java Province. The method used is descriptive analysis and verification. Data collection is an interview with using a questionnaire along with observation techniques and literature, sampling techniques using random sampling or random sampling. Field data collection conducted in 2015. Data were analyzed using Path Analysis (path analysis). The results showed that the overall response BPMPT service users in West Java province on service quality and customer value relatively well so was satisfaction. Impact of service quality on customer value BPMPT West Java province amounted to 82.70% and the effect of customer value on customer satisfaction in BPMPT West Java province at 87.80%. Keywords: Service Quality, Customer Value, Customer Satisfaction
| Item Type: | Thesis (Thesis(S2)) |
|---|---|
| Subjects: | S2-Thesis |
| Divisions: | Pascasarjana > S2-Manajemen 2016 |
| Depositing User: | asep suryana |
| Date Deposited: | 25 Jun 2016 05:49 |
| Last Modified: | 25 Jun 2016 05:49 |
| URI: | http://repository.unpas.ac.id/id/eprint/5178 |
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