TA DIGITAL
Analisis hubungan kualitas pelayanan terhadap tingkat kedatangan kembali pelanggan pada Pasaraya Sri Ratu Pemuda Semarang
There are many retailing companies, and consequently the company does not only sell good but also give the best service to their customers including the facilities. A good services can make customers satisfaction, if customers are satisfied with service given they will keep on buying and recommending to others.
Analysis method is used to write this final project. The analysis methods used are Chi-Square and Coeficient contingency. The data are collected by doing observation, interview, questionaire and literature review. The primary purpose of this final project report is to analyze service quality from the dimensions of Physical Aspect, Reliability, Personal Interaction, Problem solving and policy of customers reattendance rates at Pasaraya Sri Ratu Pemuda Semarang.
The objective of this research are firstly, to know the characteristic of customers at Pasaraya Sri Ratu Pemuda Semarang, to know opinions toward the service quality given by Pasaraya Sri Ratu Pemuda Semarang, and to identify the correlation degree of service quality toward customers rates.
The result of this research shows that there is a correlation between the policy variable to customers reattendance rates, because the absolute value of differences between the C and Cmax was near to the significance value (0,357), It is found that there is correlation between personal interaction and customers rates with value of C and Cmax (0,361). There is correlation between problem solving with customers rates showing C and Cmax was (0,384), and there are also correlation between physical aspect whose value of differences was (0,403) and in reliability variable was (0,496).
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