UPAYA PERBAIKAN KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN POTENTIAL GAIN IN CUSTOMER VALUE (PGCV) PADA KUALITAS KAYANAN PT. LION SUPERINDO CABANG DINOYO MALANG
| Main Author: | Saputra, Radityo Hardi |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/44617/1/PENDAHULUAN.pdf http://eprints.umm.ac.id/44617/2/BAB%20I.pdf http://eprints.umm.ac.id/44617/3/BAB%20II.pdf http://eprints.umm.ac.id/44617/4/BAB%20III.pdf http://eprints.umm.ac.id/44617/5/BAB%20IV.pdf http://eprints.umm.ac.id/44617/6/BAB%20V.pdf http://eprints.umm.ac.id/44617/7/BAB%20VI.pdf http://eprints.umm.ac.id/44617/8/LAMPIRAN.pdf http://eprints.umm.ac.id/44617/ |
Daftar Isi:
- Customer satisfication is comparing the expected performance with the reality of service quality related to the performance of service provider companies. The higher level of performance that company performs in providing service quality, it will make consumers more satisfied. PT. Lion Superindo Dinoyo Malang is one of the modern retailer Delhaiaze Group Belgia. For example for this case, service provided by Superindo Supermarket Dinoyo Malang was analyzed using Importance Performance Analysis (IPA) method to compare the level of customer interest with the performance performed by the company. Pootential Gain in Customer Value (PGCV) method as an advanced method that will systematize the attributes that become priority sequences to be repaired. Then, form twenty attributes to included in the fourth quadrants in cartesius diagram there are five priority attributes to be repaired by Superindo Supermarket Dinoyo Malang. These improvements are in order to improve service quality that already provided and able to reach customer expectations.