Analisis tingkat kepuasan pelanggan terhadap xyz department store di mall jakarta timur

Djonli, Djonli (2004) Analisis tingkat kepuasan pelanggan terhadap xyz department store di mall jakarta timur. Masters thesis, Universitas Pelita Harapan.

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Abstract

Untuk menjadi pusat belanja atau department store yang sukses, tentu harus memenuhi sejumlah kriteria, salah satunya adalah kepuasan pelanggan. Kepuasan pelanggan adalah suatu keadaan dimana keinginan harapan dan kebutuhan pelanggan dapat dipenuhi. Penelitian kepuasan pelanggan dilakukan pada salah satu department store yang berlokasi di mall jakarta timur pada bulan Maret 2004 yaitu pada tanggal 13-29 Maret 2004. Penelitian dengan metoda survei, berdasarkan pendekatan "Importance-performance analysis" untuk 21 aspek pelayanannya atas 120 responden. Responden disampling secara kombinasi antara judgment sampling dan random sampling terhadap pengunjung department store XYZ tersebut. Berdasarkan hasil survei yang telah dikumpulkan, dilakukan pengsortiran data sehingga hanya 100 data yang digunakan. Pengujian statistik pada tingkat kepercayaan 95% dengan Korelasi Produk Moment Pearson menyatakan bahwa penelitian adalah valid, dan dengan uji Spearman Brown, menyatakan penelitian realiable. Dari analisa diagram kartesius, ada 4 aspek pelayanan yang berada di kuadran A (prioritas utama), 10 di kuadran B (dipertahankan), 5 di kuadran C (prioritas rendah) dan 2 di kuadran D (berlebihan).

Item Type: Thesis (Masters)
Creators:
CreatorsNIMEmail
Djonli, DjonliNIM19010136UNSPECIFIED
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorMuljono, MuljonoNIDN8870160017UNSPECIFIED
Additional Information: T 19-01 DJO a
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Depositing User: Ms Devy Christiany Zega
Date Deposited: 21 May 2021 06:39
Last Modified: 31 Aug 2021 07:47
URI: http://repository.uph.edu/id/eprint/35843

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