i
ABSTRAK
Jermia Mahendri. 210111100108. Hubungan Kualitas Pelayanan customer service dengan Sikap Tenant Terhadap Gerai Esia TSM. Pembimbing utama, Dr.H. Antar venus, M.A.Comm. Pembimbing pendamping, Drs. Iwan Koswara, MSi. Jurusan Manajemen Komunikasi, Fakultas Ilmu Komunikasi Universitas Padjadjaran Kampus Bandung.
Tujuan penelitian ini adalah untuk mengetahui hubungan antara keandalan, daya tanggap, jaminan, empati, dan bukti fisik dengan sikap tenant pelanggan telepon pasca bayar Esia Terhadap Gerai Esia Trans Studio Mall Bandung.
Metode Penelitian yang digunakan adalah metode kuantitatif dengan studi korelasional dengan menggunakan Teori Asimilasi-kontras dari Anderson. Data diperoleh melalui penyebaran kuesioner, wawancara dan studi kepustakaan. Sampel data penelitian ini adalah 119 responden yang menjadi konsumen telepon pasca bayar esia di gedunng Trans Studio Mall.
ii
ABSTRACT
Jermia Mahendri. 210111100108. Correlation of Service Quality
customer service with tenant attitudes to the outlest of Esia in Trans Sudio Mall.
Mr. Supervisior, Dr. Antar Venus, M.A.Comm. and accompanied by a
cosupervisior, Drs. Iwan Koswara, MSi. The Communication Management
Majors, Faculty of Communication, Padjadjaran University Bandung.
The purpose of this research is to determine the relationship between
reliability, responsiveness, assurance, emphaty, and tangibles with the tenant
attitudes to the outlets of Esia in Trans Studio Mall.
This research method used is method of quantitative correlational study,
and with used Assimilation-contrast theory, from Anderson. Data are gathered
through depth interview, observation, and literature study.. Sample data of this
research is 119 respondent are taken from esia teleppon postpaid subscribers in
Trans Studio Mall.
This result showed a significant relationship between service quality with
tennant attitudes, most responder give positive support to service by customer
