Detail ANALISIS KEPUASAN PELANGGAN JASA CUCI MOBIL DENGAN INTEGRASI METODE IMPORTANCE PERFORMANCE ANALYSIS DAN ZONE OF TOLERANCE (Studi Kasus : Mastersnow Car Wash cabang 14, Serpong Utara, Tangerang Selatan) Bibliografi Author: Sebastian, Edward Ray ; Wahyu, Marsellinus Bachtiar (Advisor) Topik: Car Wash; Service Quality; Importance Performance Analysis; Zone of Tolerance Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Undergraduate Thesis Fulltext: 84-Edward Ray Sebastian-2014043036.pdf (2.0MB; 7 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract Mastersnow car wash is one of the oldest car wash service in Indonesia, as an industry engaged in services to note the quality of service provided to customers. From the data of the Central Statistics Agency of South Tangerang City, the population of Tangerang Selatan City, especially the North Serpong area continues to increase annually, but from the data of Mastersnow car wash branch 14 for 2015 until 2017 continues to decrease. In addition to the decline is also obtained complaints from customers Mastersnow car wash. With the decrease in the number of customers and also the complaints are then performed customer satisfaction analysis by using the Integration of the method of Importance Performance Analysis with Zone Of Tolerance. From the results of questionnaires and interviews, it was found that the priority of improvement is R3 (consistent service result), A1 (Feeling that cleaning the car in Mastersnow must be clean), R1 (Employee able to serve well even in busy condition), and T2 (condition of the waiting room). From this result is given a suggestion of improvement that is: 1. Supervisor actively invite customer to check back the washing result 2. Adding employee for washing and 3. Fixing waiting room by adding AC, glass door, and window glass. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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