文章基本信息

标题：SERVICE EXCELLENCE EFFECT ANALYSIS OF CUSTOMER SATISFACTION (STUDY AT PERTAMINA GAS STATIONS 34-12708)
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作者：Endah Pujiastuti ; Iman Murtono Soenhadji
期刊名称：Faculty of Economics
出版年度：2009
卷号：0
期号：0
语种：English
出版社：Faculty of Economics
摘要：Keyword: Key words: Prima Services, Customer Satisfaction.Abstrack:ABSTRACT :In the midst of intense global competition, the company was continuing to improve quality in providing the best service for customers. It is manifested in the provision of training to operators and supervisors compreherensif gas station.This study aims to determine to analyze and determine the effect of variable-rate service (service excellence) influence on customer satisfaction in Pertamina gas station 34-12708 at Jl. Kapten Tendean, Mampang Prapatan and to analyze and find out variable-rate service (Service Excellence), which has the strongest relationship and the weakest in influencing customer satisfaction variables. Excellent service variables used in this study is the ability (abilities), attitude (Attitude), appearance (appearance), attention (attention), action (action) responsibility (accountability), comfort (freshness), and accuracy then items are translated into several variables.Testing hypotheses in this research through the stages of multiple regression analysis, which states that the variable-rate service simultaneously affect customer satisfaction in Pertamina gas station 34-12708 at Jl. Kapten Tendean No.38, variable-rate service is partially only attitude variable, attention and comfort that does not affect the customer satisfaction in Pertamina gas station 34-12708 at Jl. Kapten Tendean No.38 and variables that have the strongest relationship with customer satisfaction is variable and the variable accuracy which have the weakest relationship with customer satisfaction is the responsibility of the variables.