PENGARUH TOTAL SERVISE QUALITY MANAGEMENT TERHADAP KEPUASAN PELANGGAN

PENGARUH TOTAL SERVISE QUALITY MANAGEMENT TERHADAP KEPUASAN PELANGGAN

This research was conducted to analyze the influence of Total Service Quality Management (TSQM) to the customers satisfaction (the customers meant in this research were the business class train passengers of Tugu Railway Station Yogyakarta) by using 5 dimensions of TSQM (Said, 2004) i.e: physical qu...

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Bibliographic Details
Main Authors: Prastowo Suryo, Fajarwati Fajarwati
Format: Article
Language:Indonesian
Published: Universitas Muhammadiyah Magelang 2016-04-01
Series:Jurnal Analisis Bisnis Ekonomi
Subjects:
service quality
satisfaction
Online Access:http://journal.ummgl.ac.id/index.php/bisnisekonomi/article/view/706

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