Sarah, Ramadhanti (2019) Complaint Handling And Service Quality as a Strategy In Improving Customers Satisfaction ( A Case Study on Customer of PT. Angkasa Pura II Minangkabau International Airport). Diploma thesis, Universitas Andalas.
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Abstract
The research has the purpose to analyze the role of complaint handling and service quality to improve customer satisfaction for customer of PT Angkasa Pura II Minangkabau International Airport. The data obtained trough questionnaire, and sample were drawn from 120 respondents. The data analyzed by using SmartPLS 3.2.7. In this research there are two variables, those are complaint handling and service quality as independent variable and the dependent variable which is customer satisfaction. The finding indicated that complaint handling has a significant effect on customer satisfaction, and service quality does not have a significant effect on customer satisfaction.
| Item Type: | Thesis (Diploma) |
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| Primary Supervisor: | Syafrizal, SE. ME. PhD |
| Subjects: | H Social Sciences > HF Commerce |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | s1 manajemen internasional |
| Date Deposited: | 09 May 2019 14:59 |
| Last Modified: | 09 May 2019 14:59 |
| URI: | http://scholar.unand.ac.id/id/eprint/44350 |
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