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Pengaruh pelayanan prima = service excellence terhadap kepuasan konsumen Bus Pariwisata PO. Nugroho Semarang
THE INFLUENCE OF SERVICE EXCELLENCE ON CONSUMER SATISFACTION TOURIST BUS PO. NUGROHO SEMARANG.
The studys is about the influence of service excellene on consumer satisfaction tourist bus PO. Nugroho Semarang. Variables used in this study is the attitude, attention and, action which is then translated into several item variables.
The objective of the study is to analyze the influence of application attitude, attention and action on consumer satisfaction tourist bus PO. Nugroho Semarang
The method for doing the research is multiple regression analysis. The sample used in this research is 100 respondents and sample is selected based on convenience sampling and purposive sampling. The statistical analyses used are multiple linear regression method, reliability test, validity test, F test, and T test, and test coefficient of determination with SPSS V.21.
The result of this research is that the calculation of the coefficients obtained Y = 5,998 + 0,288X1 + 0.379X2 – 0,079X3 + e. On formula, which means that the attitude and attention give positive influence on consumer satisfaction, and the action gives negative influence on consumer satisfaction.
Keywords : Service Excellence, consumer satisfaction
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