Analisis kepuasan pelanggan terhadap pelayanan jasa di klub golf bogor raya

Astuti, Veronica Betharia Wendy (2005) Analisis kepuasan pelanggan terhadap pelayanan jasa di klub golf bogor raya. Masters thesis, Institut Pertanian Bogor.

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The purposes of this study are (I) to indentify overall satisfaction in Bogor Raya Golf Club, (2) to analyze the factors influencing customer satisfaction in Bogor Raya Golf Club, and (3) to provide recommendation for alternative company policies to increase the customer satisfaction. The data were conected from 120 people including member and non-member of Bogor Raya Golf Club who have played golf in Bogor Raya Golf Club at least twice in the latest one year. The study was conducted through survey with direct interview from middle of February to middle of May 2005 in Bogor Raya Golf Club. The sampling method was purposive convinience sampling (non probability sampling). Structural Equation Modeling (SEM), Suharjo-Split analysis, Penalty-Reward analysis, and Customer Satisfaction Index were used to analyze the data. The result of this study showed that tangible, reliability, and assurance aspects are very strong in influencing customer satisfactioll and most of factors in each aspect are stin under service. Overall Customer Satisfaction Index is 90%, while unsatisfaction index is 0%. The result suggested that KGBR should consider the characteristic of each factor to improve customer satisfaction.

Item Type: Thesis (Masters)
Additional Information: 13(29)Ast a
Uncontrolled Keywords: Kepuasan Pelanggan, Klub Golf Bogor Raya, Structural Equation Modeling (SEM), LISREL, Penalty-Reward analysis, Analisis diagonal (Suharjo Split), Indeks Kepuasan.
Subjects: Manajemen Pemasaran
Divisions: Sekolah Bisnis > Perpustakaan
Depositing User: Staff-4 Perpustakaan
Date Deposited: 03 Jan 2012 01:28
Last Modified: 19 Dec 2016 05:28

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