Detail Analisis Kepuasan Konsumen Terhadap Pelayanan Hero Supermarket dengan Menggunakan Metode Servqual, Importance Analysis Performance, dan Kano Model (Studi Kasus : PT. Hero Supermarket Cabang Gatot Subroto Bibliografi Author: Chandra ; Wahyu, Marsellinus Bachtiar (Advisor) Topik: Servqual; IPA dan Kano Model Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2010     Jenis: Theses - Undergraduate Thesis Fulltext: Chandra's Undergraduated Theses.pdf (3.9MB; 164 download) Chandra-PENDUKUNG.pdf (29.63KB; 6 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: FTI-614 Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract Hero supermarket is a retail company. Binis retail bloom very faster this development along with society life style development need this time more various. Since born various kind binis retail like supermarket, hypermarket and minimarket in this time bloom in the down town. So that show another competitors that can threaten continuance hero supermarket. From data that got to pass interview with management Hero Supermarket management obvious happen depreciation visitors this latest some years. From data that got to pass interview with consumer side obvious got that many complaints that enter that is like complaint hit not available trolly, indolent payment system and official total less. From data that got profit that get in 6 latest always experience depreciation significant. Therefore hero supermarket always must pay attention consumer satisfaction. for that so must be done consumer satisfaction level measurement towards existing service and detect consumer hope towards company. Method SERVQUAL, Importance Analysis Performance, and model Kano is tool that used to detect consumer satisfaction level and detect consumer need. To detect service attribute that be customer need and measures performance attribute quality so used method SERVQUAL. Method servqual include calculation gap 1 and gap 5, calculation gap 1 to count difference between perception companies and consumer hope, while to gap 5 that count difference between hope and customer perception. from calculation result Importance Analysis Performance got attribute result that be priority to increased based on importance level. Then model Kano be used to identify service attribute based on how far attribute to can fulfil consumer satisfaction. From calculation result by using method servqual, knowable that found 12 service attributes that still assumed less fulfil consumer need. From calculation result gap 1 known that management perception has realized supposed need kosumen, while from calculation result gap 5 known all existing service attributes has value gap score negative that means found difference between consumer hope with existing fact. Based on IPA found 3 attributes that be principal priority to is increased again. Based on model Kano either from also consumer side service attributes will belong to into category must be that mean if attribute increased will not make consumer will felt satisfied but if attribute is not fulfilled so consumer will felt dissapointed. result from integration that got from third method demo that attribute that must soon be repaired attribute 1, attribute 3, attribute 7, attribute 10, and attribute 12 Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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