Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery

Autor:	Aina Nindiani, Mohammad Hamsal, Humiras Hardi Purba
Jazyk:	angličtina
Rok vydání:	2018
Předmět:	Importance-Performance Analysis (IPA) product quality service quality customer satisfaction Social Sciences Commerce HF1-6182 Business HF5001-6182
Zdroj:	Binus Business Review, Vol 9, Iss 2, Pp 95-103 (2018)
Druh dokumentu:	article
ISSN:	2087-1228 2476-9053
DOI:	10.21512/bbr.v9i2.4257
Popis:	This research aimed to analyze the performance of a bakery located in Bekasi from the customer satisfaction on product and service quality. The method applied was Importance-Performance Analysis (IPA). IPA was conducted to determine the status of indicators related to product and service quality. It was to provide input to management in taking strategic actions. The sample size was 127 respondents. The used technique was non probability sampling. The results reveal that the priority of improvement is the taste indicator for product quality. On the other side, courtesy indicator is the priority for service quality that occupies position in Quadrant A. Hence, the bakery should emphasize those indicators as improvement priorities.
Databáze:	Directory of Open Access Journals
Externí odkaz:	https://doaj.org/article/9fad0bae2350406c8cda0c2af989901b Zobrazit plný text záznamu View record in DOAJ