Tingkat Kepuasan Pelanggan dari Kualitas Jasa Layanan

Authors

  • Onny Juwono Universitas Budi Luhur

DOI:

https://doi.org/10.21512/tw.v10i2.705

Keywords:

consumer satisfaction, service quality, consumer

Abstract

Recently, consumers become more critical. They criticize whenever they found the quality of service offered was not according to what had already been promised. On the other hand, quality of service became the sword of marketing program. Thus, these two elements go hand in hand to retain consumers. This research aims to answer some problems regarding quality of service of a photo developer retail outlet. Data gathered from consumers were analyzed by using validity, realibility and weighted mean to indicate the response of consumers towards all elements embeeded within the business. The research results showed that consumers found satisfied with the service given. However, the study suggested several steps to maintain customer satisfaction.

Dimensions

Plum Analytics

References

Hasan, A. (2008). Marketing, Yogyakarta: Azza Grafika.

Kotler, P., dan Keller, K.L. (2007). Manajemen pemasaran, edisi kedua belas. Dialih bahasakan oleh Benyamin Molan, Jakarta: PT Indeks.

Lovelock, C., dan Lauren K. Wright (2005). Manajemen pemasaran jasa, Jakarta: PT Indeks.

Umar, H. (2005). Riset pemasaran dan perilaku konsumen, cetakan keempat, Jakarta: PT Gramedia Pustaka Utama.

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Published

2009-09-30
Abstract 482  .
PDF downloaded 532  .