Analisa keputusan pelanggan terhadap layanan garansi tas drydenim menggunakan metode servqual

Wattimena, Ezra Hizkia Jovic (2017) Analisa keputusan pelanggan terhadap layanan garansi tas drydenim menggunakan metode servqual. Masters thesis, UNIVERSITAS TARUMANEGARA.

[img] Text
ABSTRAK TESIS MM Ezra Hizkia Jovic Wattimena.pdf

Download (51kB)

Abstract

The purpose of this study is to determine the consumer's quality of service level, to determine which factors have the most influence on that quality of service, and to determine which attributes should be maintained and which must be improved in order to provide the best services to consumers. Servqual approach has been proven as an effective method, its role in the analysis of gaps between customer expectations and perceptions has been proved and used on many study before. Dimensions used in this study include tangibles, reliability, responsiveness, assurance and empathy. Results in this study shows that Servqual able to analyze important factors within development of warranty service from drydenim bag, this analysis may also be used to analyze other factors for business development in the future.

Item Type: Thesis (Masters)
Subjects: Tesis
Tesis > Pascasarjana
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Unnamed user with email repository@untar.ac.id
Date Deposited: 28 Jun 2018 07:57
Last Modified: 10 May 2021 12:06
URI: http://repository.untar.ac.id/id/eprint/1910

Actions (login required)

View Item View Item