Analysis Of Service Quality On Customer Satisfaction With Servqual And QFD Methods
نویسندگان
چکیده
This study aims to analyze the problem and produce alternative proposals in increasing customer satisfaction at PT. Mentari Trans Nusantara Sidoarjo. The analytical tool used is tabulating questionnaire, collecting data form of validity testing reliability testing. hypothesis this that there an Analysis Service Quality on Customer Satisfaction. method Servqual QFD methods. determine extent which gap between perceptions expectations ha impact realization satisfaction. clarify make improvements. results indicate service variable attributes do not meet are dimensions value level satisfaction, namely: employees provide maximum customers, able resolve complaints faced by package delivery always done quickly time, have knowledge answer questions, timeliness accordance with promises given.
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ژورنال
عنوان ژورنال: PROZIMA (Productivity, Optimization, and Manufacturing System)
سال: 2022
ISSN: ['2541-5115']
DOI: https://doi.org/10.21070/prozima.v6i2.1584