Detail Kualitas Pelayanan Departemen Maintenance Menggunakan Metode B2b Indserv Scale dan Importance Performance Analysis Bibliografi Author: PUTRA, INDRATAMA ; Laksmidewi, Theresia Dwinita (Advisor) Topik: Customer Expectations; Actual Conditions; Customer Satisfaction Bahasa: (ID )     Penerbit: Program Studi Magister Manajemen Sekolah Pascasarjana Universitas Katolik Indonesia Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Master Thesis Fulltext: Indratama Putra’s Master Theses.pdf (1.44MB; 12 download) Abstract The purpose of this research is to analyze whether PT. Berca Schindler Lifts, especially the maintenance department has been able to answer the customer expectations of elevator users and Escalator PT. Berca Schindler Lifts. This research is all customer of PT. Berca Schindler Lifts who are bound maintenance maintenance contract with PT. Berca Schindler Lifts. Sampling method used in this research is probability sampling with simple random sampling technique and the number of repsonden is 267 respondents. The data obtained in this study were analyzed using paired sample t test and one way anova test and cartesian diagram to know the difference of customer expectation with actual condition in the field with the help of SPSS 16 statistical program. The result of research indicate that there is a gap between expectation and actual condition which states that the maintenance department must still make some service improvements to meet customer expectations. Other results of this study indicate that there is no difference in customer satisfaction in Jabodetabek, outside Java and Java Island and customers with different unit ownership. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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