FINDING THE FACTORS INFLUENCING CUSTOMER SATISFACTION AT WAHANA KOMPUTER COURSE
Daftar Isi:
- This study tried to find out what factors influenced the customer satisfaction in Wahana Komputer’s course. Cutomer satisfaction is important because if they are not satisfied, businesses will lose the customers. The importance of this study is so businesses can find out what are the factors of customer satisfaction and hopefully can pay attentions to those factors in the other business sectors. There are two kinds of quality that customers will notice for them to be satisfied which are must-be quality and attractive quality. Must-be quality needs to be fulfilled, while the latter includes selling points, features, and unique characteristics. The factors that are affecting customer satisfaction according to Irawan (2008) are product quality, price, service quality, an emotional factor, and convenience and those factors became the basis of the questionnaire. The writer used mixed method to collect data via a distributed questionnaire in the form of google form, and also conducted interviews to confirm the answers given by students as subjects of the research. The result of the survey through questionnaire is that generally the respondents are satisfied with the product quality, service quality, price, emotional factor like promos and convenience. But during the interview, there are some suggestions by the interviewees to make them more satisfied such as lowering the price. Also, there are some complaints about the service quality by some interviewee that must be fixed in order to satisfy the customers.