ANALISIS PENGARUH RELIABILITY DAN TANGIBLES TERHADAP KEPUASAN PENGURUS KOPERASI DI PT. RICKY KURNIAWAN KERTA PERSADA JAMBI

Agus Suwarno, Agus Suwarno (2011) ANALISIS PENGARUH RELIABILITY DAN TANGIBLES TERHADAP KEPUASAN PENGURUS KOPERASI DI PT. RICKY KURNIAWAN KERTA PERSADA JAMBI. Tesis thesis, Universitas Batanghari.

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Abstract

Name: Agus Suwarno, NPM : B09022004 In 2009, Research Title : Effect of Reliability and Tangibles analysis the Board of Cooperative Satisfaction on PT. Ricky Kurniawan Kertapersada - Jambi. In doing research at PT. Ricky Kurniawan Kertapersada (PT. RKK) located in District Kumpeh Muaro Jambi Jambi Province. The number of complaints from the Board of Cooperative's management of oil palm plantations are the object of cooperation among cooperatives with PT. RKK. The cause of complaint in the reliability of the company's employees providing services to cooperative management, the physical condition of facilities and gardens that do not match expectations, taste empaty, Assurance and resposiveness are not as expected. The many causes of the authors limit the research only on realibility and tangibles that affect the satisfaction of cooperative management. The theory underlying this study according to Kotler (2003:444) "A service is any act or performance That one party can offer to another That is essentially intangible and does not result in ownership of anything. Its production may or may not be tied to a physical product ". Quality of Service according to Lovelock in Riduwan (2010:248-249) states the need to consider the five principles for setting up quality of care, which consists of Tangibles, Reliability, Responsiveness, Assurance and Empaty. According to A. Parasuraman and Leonard L. Berry in Riduwan (2010:21) argues that there are five dimensions of customer satisfaction and indicators - indicators that Tangibles, Reliability, Responsiveness, Assurance and Empaty. Objects in this study were located in the District PT.RKK Kumpeh Muaro District Jambi, Jambi Province, while the Board of Cooperative research units in partnership with PT. RKK. Types of research used in this study is a survey while the method used is descriptive analytical. Descriptive survey method is a method of research that takes a sample from a population and use the questionnaire as a data collection tool. In this study the data and information from respondents using a questionnaire. Methods of statistical analysis used was multiple regression (Sugiono, 2010:275). The analysis tools are SPSS (Statistical Package for Social Science) version 16.0. The results of this study are : 1. Variables and Variable Realibility Tangibles have a relationship for 0.999, or 99.99%, which means having a strong and positive relationships. 2. Reliability variables have an influence on the Board of Cooperative Satisfaction Variables of 0.226 or Variable realibility contribution to the Board of Cooperative Satisfaction Variables by 22.6%, rest influenced by other variables. 3. Tangibles Variables have an influence on the Board of Cooperative Satisfaction Variables for 0.234 or Tangibles variable contribution to the Board of Cooperative Satisfaction Variables by 23.4%, rest influenced by other variables. 4. Tangibles Reliability Variables and the simultaneous influence of the Variable Satisfaction Cooperative Board for 0.472 or Tangibles variable contribution to the Board of Cooperative Satisfaction Variables by 47.2% and classified as strong, rest influenced by other variables. Rise and fall of cooperative

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