VARIABEL-VARIABEL YANG MEMPENGARUHI KUALITAS LAYANAN JASA INTERNET PADA WARNET MITRANET DI SURABAYA

Authors

  • Giyana Giyana Fakultas Ekonomi Universitas Wijaya Kusuma Surabaya

DOI:

https://doi.org/10.30742/equilibrium.v2i4.180

Keywords:

Bukti langsung, kehandalan, daya tanggap, jaminan, empaty kepuasan pelanggan jasa

Abstract

Studi ini meneliti tentang varibel-veriabel yang berpengaruh terhadap kualitas jasa layanan internet. Hasil dari studi ini menunjukkan bahwa dimensi kualitas jasa seperti bukti langsung, kehandalan, daya tanggap, jaminan, empati secara serempak mempengaruhi kepuasan pelanggan jasa Internet pada warnet Mitranet di Surabaya kualitas jasa seperti bukti langsung (tangibles) yang mempunyai pengaruh dominan terhadap kepuasan pelanggan.

References

Boone, Louise, 1995. Comtemporary Marketing Plus. 8th. Ed., Internasional Edition, Illinois: The Dryeden Press.

Husein, Umar. 2001. Metode Penelitian untuk Skripi dan Tesis Bisnis. Cetakan ke 4. Jakarta: Penerbit Raja Grafindo Persada.

Kotler, Philip, and Gray Amstrong, 1991. Principles of Marketing. 7th. Ed. , Englewood Cliffs, New Jersey : Prientice Hall Inc.

Kotler, Philip. 1997. Manajemen Pemasaran: Analisis, Perencanaan, Implementasi dan Kontrol. Jilid 1. Jakarta: Penerbit Prenhallindo.

Kotler, Philip. 2000. Manajemen Pemasaran: Analisis, perencanaan, Implementasi dan Kontrol. jilid 1. Jakarta: penerbit prenhallindo.

Kountur, Ronny. 2003. Metode Penelitian. Jakarta: Penerbit PPM.

Santoso, Singgih. 2002. SPSS : Mengolah Data Statistik Secara Professional.Cetakan keempat. Jakarta: Penerbit PT. Elex Media Komputindo.

Semito, Alex, 1993. Manajemen Pemasaran. Edisi pertama. Jakarta: Erlangga.

Stanton,Wiliam J, Michael J., Etzel and Bruce J. Walker. 1991. Fundamental's of marketing, 9 th Edition, New York Mc. Graw Hill INternasional Edition

Sugiono, 2002. Statistik Penelitian. Jakarta: Penerbit PPM.

Tjiptono, Fandy. 2002. Manajemen Jasa. Edisi kedua. Cetakan ketiga. Yogyakarta: Penerbit Andi.

________, 1997. Total Quality Manajemen. Edisi kedua. Cetakan keempat. Yogyakarta: Penerbit Andi.

Zeithaml, Valerie A, Bitner, Mary Jo, 2000. Services Marketing. Boston: Irwin Mc Graw Hill.

Downloads

Issue

Vol. 2 No. 4 (2004): April

Section

Articles

License

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Attribution-ShareAlike 4.0 International (CC BY-SA 4.0) License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work