Pengaruh promosi dan kualitas pelayanan terhadap kepuasaan pelanggan Gramedia Ciputra World Surabaya

Yuliono, . (2020) Pengaruh promosi dan kualitas pelayanan terhadap kepuasaan pelanggan Gramedia Ciputra World Surabaya. Bachelor (S1) thesis, Wijaya Kusuma Surabaya University.

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Abstract

ABSTRACT The purpose of this observation is to examine customer satisfaction at Gramedia Ciputra World Surabaya whether or not affected by promotion and service quality. And which of the Promotions and Service quality has a dominant influence on Gramedia Ciputra World Surabaya customer satisfaction. The independent variable in this observation is Promotion and Service Quality. Instead the dependent variable is Gramedia Ciputra World Surabaya customer satisfaction. Purposive sampling procedure is used in the non-probability sampling method to determine the samples that are carried out in this study. a total of 60 people are needed for the sample. Reliability and validity testing is carried out at the beginning and after that hypothesis testing is carried out. The point is the whole of the variables to be valid and reliable. Smaller than 0.05 is a significant must have for each variable of the t test results. So that Gramedia Ciputra World Surabaya customer satisfaction can be said to be significantly affected by promotion and service quality, and the truth can be accounted for. And the customer satisfaction of Gramedia Ciputra World Surabaya is influenced by the dominance of the quality of service can also be accounted for. Key words: Promotion, service quality and customer satisfaction

Item Type: Thesis (Bachelor (S1))
Uncontrolled Keywords: Key words: Promotion, service quality and customer satisfaction
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Economic and Business > Management Study Program
Depositing User: Yuliono .
Date Deposited: 14 Feb 2020 08:06
Last Modified: 14 Feb 2020 08:06
URI: http://erepository.uwks.ac.id/id/eprint/5774

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