Strategi Penerapan Konsep Customer Experience Management (Studi Kasus: News Cafe, Kemang, Jakarta)  

Oleh:

Aknes, Yuanita ; Triyanti, Vivi

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - atma jaya
Dalam koleksi: Metris: Jurnal Mesin, Elektro, Industri dan Sains vol. 7 no. 4 (Dec. 2006), page 268-276.
Topik: Quality of Service; HOQ; CEM
Fulltext: Yuanita Aknes dan Vivi Triyanti.pdf (705.15KB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: MM42.3 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

The quality of service is one of the most important things in service industry. Service to customer can influence the customer experiences for the company. Special strategy is needed to bring out the qualified service due to satisfying experiences for the customer. Using customer importance - satisfaction diagram, cluster analysis, and HOQ (House of Quality) matrix, CEM approach is conducted. This research concludes that customer satisfaction degree is still low on some attribute, including cafe information availability and customer complaints handling. The superiority of News Café to be found on quality of taste, price offood, crew ‘s hospitality, music and news being served, and café ‘S cleanliness. As afinal point, SWOT analysis and CEM (Customer Experience Management) concept are used to recommend some strategies that can support the service improvement strategy.

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