Nama : Meitry Citra Maryati

Nim : 1720045

1. Teori keadilan
2. Teori perbedaan
3. Teori Hirarki Kebutuhan Abraham Maslow
4. Prestasi kerja, penghargaan, pekerjaan, tanggung jawab, gaji, kesempatan berkembang
5. Reliability (keandalan)
6. Assurance (jaminan)
7. Tangible (kenyataan)
8. Skala Likert (Likert Scale), typically degrees of agreemet with a statement, Skala
diferensial semantik (Semantic Differential Scale), attitude between two opposing words,
Skala rating numerik (Numerical Rating Scale), marks out …5…10…100, Verbal Scale,
verbal satisfaction and importance ratings
9. Ghost shopping.
10. Kepuasan pelanggan
11. Kepuasan
12. Teori dua faktor