| dc.description.abstract | This study is raising the title Analysis on the effect of service quality to
customer satisfaction on PT Citra Van Titipn Kilat (TIKI). Broadly speaking, this
study discusses the service quality and customer satisfaction.
In this research, data collection techniques used is the technique of
questionnaire which consisted of written questions which prepered based on the
attributes of the statements in each dimension of the study variables. The sample
that used in this study were 96 respondents who are considered sufficient to
represent the population studied. The technique used is the Pearson Correlation,
calculated using computer-assisted program SPSS version 16. The analysis used
is descriptive analysis and statistical analysis of test instruments, descriptive
analysis and multiple linearan alysis and classical assumptions test.
From the results of the study showed that the services quality gives
positive and significant impact on customer satisfaction of PT Tiki Jalur Nugraha
Ekakurir. While the most powerful variables brings over the customer satisfaction
and loyalty is the responsiveness. | en_US |
