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PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN TERTANGGUNG DI PT VISI BERSAMA SERANTAU TAHUN 2015

AFIF TAUFIQUL HAQ

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Title PENGARUH KUALITAS PELAYANAN JASA TERHADAP KEPUASAN TERTANGGUNG DI PT VISI BERSAMA SERANTAU TAHUN 2015
Author AFIF TAUFIQUL HAQ
Abstract This thesis is about insurance brokers function and quality service performance of Visi Bersama Serantau , PT and that influence for their client. This thesis researches to find out if any significant influence between and client satisfaction. Thus, to measure how big that influence. the service quality uses 5 dimensions of quality service to determine client satisfaction level. There are 1) Tangible, 2) Reliability, 3) Responsiveness, 4) Assurance, and 5) Empathy. Regarding the analysis, there are any conclusion,at first conclusion is strongest dimension is Empathy and the weakest dimension is Reliability , second conclusion is the service quality there is influence beetween client satisfaction and the influence is reach 22,4%, its mean that the service quality influence to client satisfaction. Key words: Quality Service, Client Satisfaction
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