ANALYSIS OF INTEGRATED BUS TERMINAL SERVICES IN PULO GEBANG IN INCREASING CUSTOMER SATISFACTION
| Autor: | Suripno Suripno, Aswanti Setyawati, Muhammad Nur Huda, Hendy Tannady |
|---|---|
| Rok vydání: | 2021 |
| Předmět: |
Service (business)
0303 health sciences Process management 030309 nutrition & dietetics Computer science Quality of service media_common.quotation_subject 05 social sciences Gap analysis 03 medical and health sciences SERVQUAL Service level 0502 economics and business 050211 marketing Customer satisfaction Quality (business) media_common Quality function deployment |
| Zdroj: | Journal of Economics, Management, Entrepreneurship, and Business (JEMEB). 1:12-21 |
| ISSN: | 2797-1511 2797-1503 |
| DOI: | 10.52909/jemeb.v1i1.5 |
| Popis: | This study aims to analyze the service level of the Pulo Gebang Integrated bus terminal in increasing customer satisfaction. Based on the analysis and discussion, the results of the gap analysis between customer perceptions and expectations of 22 service attributes are all negative (-) with a range of -0.15 to -1 , 49. This indicates that the quality of service is still far from customer expectations, the attributes of interest after analyzing with the Importance Performance Analysis, the priority for improvement is obtained as well as in an effort to improve the quality of customer service at the Pulo Gebang Integrated bus terminal, after analyzing the approach with the Quality Function Deployment method, seven order of priority improvement. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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