ANALISIS KEPUASAN KONSUMEN BERDASARKAN VOICE OF CUSTOMER

• Main Author: Fitroh Adhilla
• Format: Article
• Language: Indonesian
• Published: Universitas Muhammadiyah Magelang 2009-10-01
• Series: Jurnal Analisis Bisnis Ekonomi
• Subjects: service quality; customer satisfaction; multiple regression
• Online Access: http://journal.ummgl.ac.id/index.php/bisnisekonomi/article/view/312

Building customer relationships is a top priority in many firms. Building relationship with customers is to increase satisfaction and loyalty, increase the amount of favorable word of mouth, and purchases. Customers who have relationships with service provider not only expect to receive satisfactory delivery of the core service, but they are likely to receive additional benefits from the relationship. This research examines service quality at faculty of economic University of Ahmad Dahlan Yogyakarta with satisfaction. The population are undergraduate of management programme and use the convenience sampling with 100 respondence. The SERVQUAL includes reliability, responsiveness, assurance, empathy, and tangibles. Analysis method used to multiple regression.