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Kualitas Layanan Lembaga Pendidikan Mental Aritmetika Berpengaruh terhadap Kepuasaan Konsumen

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Oleh Dr. Aniek Indrawati, S.Si, M.M   

Abstract:

This research background was based on the idea about the rapid growth member of the services industries in Malang City, especially educational institutions. This research aims to analyze the dimension of services quality (reliability, physical evidence, responsiviness, assurance, emphaty) and customers satisfaction on the Arithmetic Mental Educational Institutions in Malang City. The result of this research are (1) Five dimensions of services quality have significant positive effect on customers satisfaction of the Arithmetic Mental Educational Institutions in Malang City partially and simultaneously, (2) The Arithmetic Mental Educational Institutions in Malang City have not yet fulfilled the expectation of customers satisfaction.


Keywords: Service Quality, Customers Satisfaction, Arithmetic Mental

Artikel di atas dimuat dalam Jurnal Ekonomi Bisnis, ISSN: 0853-7283, Tahun 16, Nomor 1 , Maret 2011, Fakultas Ekonomi Universitas Negeri Malang, halaman: 25-35,

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