Maulana, Dimas (2021) ANALISA PENINGKATAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN POTENTIAL GAIN IN CUSTOMER VALUE (PGCV) (STUDI PADA BURGER GARAGE PANDAAN). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Customer satisfaction is very important for a business, because it can create commitment and loyalty to a product. Consumers will buy repeatedly, because trust and good service have been created. Good service quality will improve the quality of a company in the eyes of consumers. If the quality provided is in accordance with the wishes and expectations of customers, this will increase the level of customer satisfaction with a product. This service quality analysis is carried out using two methods, namely the Importance Performance Analysis (IPA) method and the Potential Gain in Customer Value (PGCV) method. There are five dimensions of service quality analyzed including Reliability, Responsiveness, Assurance, Empathy, and Tangible. Of the twenty attributes asked to Burger Garage Pandaan consumers, there are two attributes that require more attention, so that they become a priority for improvement. The first attribute is a large and easy parking area, while the second attribute is the timeliness of orders to arrive. Keywords : Service quality ; Consumer Satisfaction; Importance Performances Analysis (IPA) ; Potential Gain In Customer Value (PGCV)
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HN Social history and conditions. Social problems. Social reform |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Dimas Maulana Izzatur Ramadhan | ||||||||
| Date Deposited: | 12 Jan 2022 07:36 | ||||||||
| Last Modified: | 12 Jan 2022 07:36 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/4061 |
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- ANALISA PENINGKATAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN POTENTIAL GAIN IN CUSTOMER VALUE (PGCV) (STUDI PADA BURGER GARAGE PANDAAN). (deposited 12 Jan 2022 07:36) [Currently Displayed]
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