Contoh Tesis Program Magister Manajemen ABSTRACT
ABSTRACT
Rendra Chaerudin, The Influence of Service Delivery System on
Customers Loyalities at Bikasoga Sport Club Bandung.
Health center business competition has become intense and harder
nowadays, companies are demanded to always give its best service so
they will not lose their Customers. The service delivery system serves an
important factor for winning the competitions on health center service. In
order to increase customers loyalities, a company must to deliver a service
with the best, because good services delivery according to the company,
does not mean that service gives maximal benefit for its customers. So,
the company must services delivery that can give maximal benefit in order
to make customers become loyal to the company.
Bikasoga Sports Club is a services company wich provide sports
and recreation facilities. In services delivery is measured from three
demensions : physical evidence, people and process.
The main objective of this research is to find out the influence of
service delivery system on customers loyalities at Bikasoga Sports Club
Bandung.
The result of the research shows that respondents responses on
Bikasoga Sports Club service delivery system is good. The level of
customers loyalities tend to be not quite high. Statistics shows that total
influence of service delivery system on customers loyalities is 6.69%. Its
mean that service delivery system gives not quite high on customers
loyalities. Per dimension test shows that people dimension have not
significant influenced on customers loyalities, discase cause by the
customers uncare for the company employee. Although for other
dimension that is physical evidence to give influence 2.21%
(Pyx1 = -0,286) and process dimension to give influence 4.73%
(Pyx3 = 0,327), this dimension have the biggest influence on customers
loyalities.
The outcomes of this research is expected to be beneficial for
Bikasoga Sports Club management in developing its service delivery
System.
ii
Rendra Chaerudin, The Influence of Service Delivery System on
Customers Loyalities at Bikasoga Sport Club Bandung.
Health center business competition has become intense and harder
nowadays, companies are demanded to always give its best service so
they will not lose their Customers. The service delivery system serves an
important factor for winning the competitions on health center service. In
order to increase customers loyalities, a company must to deliver a service
with the best, because good services delivery according to the company,
does not mean that service gives maximal benefit for its customers. So,
the company must services delivery that can give maximal benefit in order
to make customers become loyal to the company.
Bikasoga Sports Club is a services company wich provide sports
and recreation facilities. In services delivery is measured from three
demensions : physical evidence, people and process.
The main objective of this research is to find out the influence of
service delivery system on customers loyalities at Bikasoga Sports Club
Bandung.
The result of the research shows that respondents responses on
Bikasoga Sports Club service delivery system is good. The level of
customers loyalities tend to be not quite high. Statistics shows that total
influence of service delivery system on customers loyalities is 6.69%. Its
mean that service delivery system gives not quite high on customers
loyalities. Per dimension test shows that people dimension have not
significant influenced on customers loyalities, discase cause by the
customers uncare for the company employee. Although for other
dimension that is physical evidence to give influence 2.21%
(Pyx1 = -0,286) and process dimension to give influence 4.73%
(Pyx3 = 0,327), this dimension have the biggest influence on customers
loyalities.
The outcomes of this research is expected to be beneficial for
Bikasoga Sports Club management in developing its service delivery
System.
ii