CD-ROM

Analisa jasa pelayanan sebagai dasar peningkatan kualitas jasa pelayanan dengan menggunakan metode Benchmarking dan Indomaret di Malang (CD)

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Service qualiy is center on efforts accomplishment of requirement and customer needs and also accuracy is forwarding to make balance to customer. This matter also go into effect for world of retail service as one of a form in a industrial service. Off course also try to place forward quality of service.
Target of this research is to know how the service quality which given by Alfamart and Indomaret at Malang by the side of perception and the expectation of customer,to know which following factors which effected GAP and also to know the results of benchmarking service quality from both companies.
This research is using Benchmarking servqual method. Benchmarking servqual method is to compare the servqual between Alfamart and Indomaret in Malang, meanwhile quality service is perception divide the expectations. If the value of Q ≥ 1 hence quality of service told by goodnes. As for measurement quality of service determined from five dimensions which is: tangibles, reliability, responsiveness, assurance and emphaty. Intake of data conducted at 2 customer they are the internal customer (employee) and eksternal customer (consumen).
Based on the analyse which conducted on this research, it is seen by using benchmarking servqual method is known the dimension that having the most dominant effect to satisfaction,for the eksternal and Iternal customer of Alfamart feels that the dimension is tangibles with a score gap –1,402 for eksternal and -1,701 for internal. Meanwhile customer of Indomaret feels that the dimension most unsatisfying is tangibles for eksternal and resonsiveness for internal with a score gap : -0,965 dan –0,370

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

025 IDT2006 PUT a

Penerbit

Malang, Jatim : UNMER., 2006

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

025 IDT2006

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Quality, Servicess, Benchmarking

Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

Lampiran Berkas

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