EKA YULIATI, 099913438 M (2003) PENGARUH PERSEPSI PELANGGAN TENTANG DIMENSI KUALITAS LAYANAN TERHADAP TINGKAT KEPUASAN PELANGGAN (Studi pada Penumpang Domestik Pesawat Garuda Indonesia). Thesis thesis, Universitas Airlangga.

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Abstract

The purpose of this research was to discover the customer perception impact about the service quality which consists of tanbrib1es, reliability, responsiveness, assurance and empathy dimensionn to customer satisfaction level and to know the service quality dimension which give the most dominant impact for the customer satisfaction level. . The first step. The first step was gathering data which was received ITom the questioner spread. The second step was the continuation of the fisrt step, where in this step data analysis had conducted. The method which be used was double lioier regression analysis. rhe third step was a decision making step. In this step the result that was wanted by researcher has already been known. Which was, firstly, the customer perception about semce quality which consists of tangibles, reliability, responsiveness, assurance and empathy dimension has a significant impact on customer satisfaction level. Secondly, among those service quality dimension, it was .he assurance dimension which has the most dl·minant impact rather than the other service quality dimension.

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