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Detail
BukuAnalisa Kepuasan Konsumen Dengan Menggunakan Metode Servqual (Studi Kasus: Restoran Solaria di Plaza Semanggi, Metropolitan Mall, dan Bekasi Square)
Bibliografi
Author: KURNIAWAN, PETRIK HENDRA ; Surbakti, Feliks Prasepta Sejahtera (Advisor)
Topik: ServQual; IPA; Emphasize Marketing; Perilaku Konsumen; Bauran Pemasaran
Bahasa: (ID )    
Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2010    
Jenis: Theses - Undergraduate Thesis
Fulltext: Petrik Hendra Kurniawan's Undergraduated Theses.pdf (727.63KB; 131 download)
Ketersediaan
  • Perpustakaan Pusat (Semanggi)
    • Nomor Panggil: FTI-559
    • Non-tandon: tidak ada
    • Tandon: 1
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Abstract
Solaria Restaurant is a company that running a service, which provides serve any exclusive menus, innovative, and new like most other restaurants. Solaria restaurant only provide daily meals such as fried rice, fried noodles, fried white rice noodles, chicken noodles, cap cay and meatballs. Solaria restaurant only emphasize marketing communications and only focussing a taste that fit with Indonesian. To understand about service attribute that being for consumer needs and
quantify quality performance of those attribute it will used ServQual method and Importance Performance Analysis (IPA) to identified service attribute based on how far those attributes can meet customer satisfaction. ServQual method is divided into 5 dimensions of reliability, responsiveness, assurance, emphaty, and tangible. While IPA is using quadrant analysis, which consist of quadrant A, quadrant B, quadrant C and quadrant D. From the calculations by ServQual method and IPA, it can be given an attribute that being a main priority. Based on ServQual method there are about 27 service attributes that have a negative score gap value, which means almost all of
attributes is improved. Based on IPA, there are 15 attributes that inclusive in quadrant A (high priority)
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