The largest is in dimension tangible, with the gap an average of -1,3.While gap smallest there are in dimension responsiveness -0,42. The research results show that there are inconquirity between hope customers by the fact experienced. Data analysis used the analysis method servqual and cartesious diagrams. ![]() This research using respondents as the sample. Aspects which are under consideration includes 5 dimensions main namely tangibles, reliability, responsiveness, assurance, and empathy which divided in 29 indicators variable. The measurement of the customer satisfaction PT Pelni done with the approach servqual method. ![]() ![]() This study attempts to know the level customer satisfaction PT Pelni to make known well and innovation that has done is in line with hope customers. Although actually PT Pelni also improve themselves, repair service and innovation, but still be unable to improve the number of passengers. The customers of PT Pelni from year to year continues to decrease. Each operators race competition do innovation, efficiency, and continuous improvement. Service quality, transportation, PT Pelni AbstractÄevelopment and competition business of transporting had been restrictive.
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