D-4 Akuntansi Manajerial

Permanent URI for this collectionhttps://repository.polibatam.ac.id/handle/123456789/67

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Subject: search.filters.subject.Customer Satisfaction

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  • Repository Politeknik Negeri Batam
    Item
    Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Bus Trans Batam Di Kota Batam
    (Politeknik Negeri Batam, 2017-06-21) Deepseani, Ni Putu Resi; Zaenuddin, Muhammad
    This study aimed to provide empirical evidence on the influence of service quality and price fairness to customer satisfaction of Bus Trans Batam in Batam. The population of this study were passangers of Bus Trans Batam. The sampling method used is Nonprobability Sampling by using Purposive Sampling Approach. There are 366 samples that meet the criteria of this study sample. Data analysis technique used were Structural Equation Modeling Smart Partial Least Square (SEM-SmartPLS 3.0). The results of this study indicate that service quality and price fairness have a positif influence to customer satisfaction of Bus Trans Batam. Further research can focus on another public sector or private sector and can analyze other factors that affect to customer satisfaction.
  • Repository Politeknik Negeri Batam
    Item
    Kepuasan Pelayanan Publik Berdasarkan Indeks Kepuasan Masyarakat Pada Dinas Penanaman Modal Dan Pelayanan Terpadu Satu Pintu Kota Batam
    (Politeknik Negeri Batam, 2017-06-09) Putri, Nurul; Wibowo, Seto Sulaksono Adi
    This study aims to improve the quality of public services and public services to. Characteristics of community satisfaction index by using weighted average. Quality of public services and procedures. The sample of this research is Dinas Penanaman Modal and Pelayanan Terpadu Satu Pintu Kota Batam. Sampling method using purposive sampling technique. The test instrument used is simple linear regression analysis. The result of the research find the quality of public service have significant effect to. Public service procedures have no significant effect on. This study only discusses the quality of public services, namely fast and good service, accurate information, alert and communicative, friendly and considerate, and facilities. Public service procedures are registration process, routine administration, on time, payment proof and inspection service. This can be done in a limited scope. Further research is expected to add proxies and other variables to see the effect on the results of further research
  • Repository Politeknik Negeri Batam
    Item
    Pengaruh Kualitas Pelayanan Jasa Terhadap Kepuasan Pelanggan (Studi Kasus Pada Kapal Ferry Penumpang Rute Batam-Tanjung Pinang)
    (Politeknik Negeri Batam, 2017-06-21) Malva Ulimaz, Putri; Yulinda, Yulinda
    The purpose of this study is to aimed the effect of service quality, and price have positive effect to customer satisfaction. In addition service quality is measured by five dimensions: tangible, reliability, responsiveness, assurance, empathy, while price is measured by using the fairness indicator of ship ticket price, fair pricing policy, ethical ticket pricing policy, acceptable ticket pricing policy. This study use quesionnaire which is five likert scale. Furthermore, this study used sampling method moreover, this study used random samplig technique, Analyzer used is liniear regression analysis and f-test. The results of this study found that service quality has a a positive influence on customer satisfaction, Price has a positive effect on customer satisfaction. This study are used the ferry passenger population of Batam-Tanjung Pinang route, Subsequent research is expected to increase the population becomes more widespread, such as passengers ferry Batam-Tanjung Pinang route and Batam-Tanjung Uban route. And add new variables such as variable punctuality.