ANALISA KUALITAS JASA STUDI KASUS PADA APOTIK KRANGGAN YOGYAKARTA

Ardiyanto, Andy (2006) ANALISA KUALITAS JASA STUDI KASUS PADA APOTIK KRANGGAN YOGYAKARTA. S2 thesis, UAJY.

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Abstract

This tesis aims at helping Apotik Kranggan's effort to survive it's existence in the competition with other chemist's shops by using consumer relationship management to their consumers so that consumer loyalty will be reached. This research aims at exploring the service quality at Apotik Kranggan Yogyakarta. Validity test using factor analysis, reliability test using Hyot technique and SERVQUAL analysis will be used in this research. Data is collected by interview as well as observation aimed at manager. The questioners is sent to 100 consumer of Apotik Kranggan Yogyakarta Factors that is studied are reliability, responsiveness, assurance, empathy and tangibles, which all the factors that is mentioned above are the variables of service quality. The result of this research is the service quality at Apotik Kranggan Yogyakarta is not good.

Item Type: Thesis (S2)
Uncontrolled Keywords: Consumer Relationship Management, Consumer Loyalty, Service Quality, SERVQUAL Analysis
Subjects: Magister Manajemen > Manajemen Pemasaran
Divisions: Pasca Sarjana > Magister Manajemen
Depositing User: Editor UAJY
Date Deposited: 05 Oct 2015 09:14
Last Modified: 05 Oct 2015 09:14
URI: http://e-journal.uajy.ac.id/id/eprint/8066

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