PENINGKATAN KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN KONSUMEN DENGAN INTEGRASI SERVQUAL DAN QFD (Studi kasus Hotel deKopen Kota Malang)
| Main Author: | Fadillah, Fadli Hadi |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/53022/1/PENDAHULUAN.pdf http://eprints.umm.ac.id/53022/2/BAB%20I.pdf http://eprints.umm.ac.id/53022/3/BAB%20II.pdf http://eprints.umm.ac.id/53022/4/BAB%20III.pdf http://eprints.umm.ac.id/53022/5/BAB%20IV.pdf http://eprints.umm.ac.id/53022/6/BAB%20V.pdf http://eprints.umm.ac.id/53022/7/BAB%20VI.pdf http://eprints.umm.ac.id/53022/8/LAMPIRAN.pdf http://eprints.umm.ac.id/53022/ |
Daftar Isi:
- Customer service is one of the main factors to improve the quality of lodging services. The number of competitors in the field of lodging services, the company must be able to provide good quality service in order to meet customer expectations. Therefore, there is a need for a review of customers to improve the quality of service from the company. This research integrates the Servqual and QFD methods. The function of the integration is to find out the perceptions and expectations and needs of customers regarding the services provided. Based on the results of the study, there were 20 attributes that needed to be improved in the quality of service and obtained 12 technical responses as proposed improvements.