scholarly journals QFD for the Motorcycle Service Quality Analysis and Improving Customer Satisfaction

2015 ◽  
Vol 4 (11) ◽  
pp. 689-692
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Analysis

scholarly journals SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA

2018 ◽  
Vol 19 (0) ◽  
pp. 177-185
Author(s):  
Hendy Tannady ◽  
Filscha Nurprihatin ◽  
Hendy Hartono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Analysis ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
High Expectations ◽  
Perceived Satisfaction ◽  
Retail Chains ◽  
And Performance

Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.

Using Taguchi Quality Analysis Method to Evaluate the Food and Beverage Service Improvement Trend

2012 ◽  
Vol 256-259 ◽  
pp. 3068-3072
Author(s):  
Cheng Wen Liao ◽  
Tieh Min Yen
Keyword(s):  
Decision Making ◽  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Quality Analysis ◽  
Service Improvement ◽  
Research Subject ◽  
Analysis Method ◽  
Food And Beverage

Traditional analysis methods cannot analyze the data of customer satisfaction and dissatisfaction and be applied to decision-making, thus are unable to identify the quality improvement priority sequence. This study treated the food and beverage (F&B) service providers in Taoyuan International Airport as the research subject, and applied the Taguchi quality analysis method to evaluate the F&B service and identify the improvement direction for the F&B service quality.

scholarly journals Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery

2018 ◽  
Vol 9 (2) ◽  
pp. 95-103 ◽  
Author(s):  
Aina Nindiani ◽  
Mohammad Hamsal ◽  
Humiras Hardi Purba
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Sample Size ◽  
Product Quality ◽  
The Other ◽  
Quality Analysis ◽  
Strategic Actions ◽  
The Status

This research aimed to analyze the performance of a bakery located in Bekasi from the customer satisfaction on product and service quality. The method applied was Importance-Performance Analysis (IPA). IPA was conducted to determine the status of indicators related to product and service quality. It was to provide input to management in taking strategic actions. The sample size was 127 respondents. The used technique was non probability sampling. The results reveal that the priority of improvement is the taste indicator for product quality. On the other side, courtesy indicator is the priority for service quality that occupies position in Quadrant A. Hence, the bakery should emphasize those indicators as improvement priorities.

scholarly journals ANALISIS KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA BRAJA MUSTIKA HOTEL & CONVENTION CENTRE, BOGOR

2017 ◽  
Vol 19 (3) ◽  
pp. 321
Author(s):  
Stephanie Alexandra Suwanda ◽  
Edward Siregar
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Tourism Industry ◽  
Quality Analysis ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Hotel Service ◽  
Hotel Service Quality

Sebagai pengembangan industri pariwisata di Indonesia, ada sejumlah hotel diperlukan sebagai fasilitas akomodasi, karena itu membawa persaingan di antara mereka. Dalam persaingan yang sangat ketat, hotel setiap pengusaha perlu berpikir tentang membuat beberapa ide kreatif dan meningkatkan kualitas layanan mereka akan ditawarkan kepada konsumen. Tujuan dari penelitian ini adalah untuk mengidentifikasi konsumen demografi di Hotel brajamustika, untuk menganalisis tingkat signifikansi melalui Braja Mustika Hotel kualitas layanan, dan untuk menganalisis tingkat kepuasan pelanggan melalui Braja Mustika Hotel kualitas layanan. Analisis ofthe data yang digunakan dalam penelitian ini adalah analisis deskriptif, Importance Performance Analysis (IPA), dan Customer Satisfaction Index (CSI). Studi ini menunjukkan bahwa tingkat kepuasan pelanggan yang terjadi pada tingkat puas.As the development on the tourism industry in Indonesia, there are number of hotels required as accomodation facilities, hence it brings rivalry among them. In a very tight competition, every hotel businessmen needs to think about making some creative ideas and increasing the service quality they would offered to the consumers. The purposes of this study are to identify consumers demographic on hotel brajamustika, to analyze the significance rates through Braja Mustika Hotel service quality, and to analyze customers satisfaction rate through Braja Mustika Hotel service quality. Analysis ofthe data used in this research is descriptive analysis, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI). This study showed that customers satisfaction rates was occurred on the satisfied rate.

scholarly journals ANALISIS PELAYANAN KOPERASI CUBG TP.PAMULANG UNTUK MENINGKATKAN KEPUASAN ANGGOTA DENGAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

2021 ◽  
Vol 2 (2) ◽  
pp. 145-152
Author(s):  
Ernima Gulo ◽  
Irvana Arofah ◽  
Ilmadi Ilmadi ◽  
Aden Aden ◽  
Gerry Sastro
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Quality Analysis ◽  
Quantitative Descriptive Analysis ◽  
Satisfaction Index ◽  
Level Of Satisfaction ◽  
Quantitative Descriptive ◽  
Improve Service Quality

This  research  was  conducted to achieve improving the quality of service to members, for this reason, a service quality analysis method is needed. Here the methods needed are Service Quality (Servqual) and Importance Performance Analysis (IPA) methods. The purpose of this study is to identify the level of customer satisfaction with service quality by the CUBG Tp Cooperative. Pamulang, to find out what aspects are supporting the improvement of service quality and to provide recommendations for improvements or revisions that are prioritized to improve service quality at the CUBG Tp Cooperative. Pamulang. This research method is quantitative descriptive analysis using Servqual and Importance Performance Analysis (IPA) methods. The results of this study are the level of satisfaction of cooperative members using the Customer Satisfaction Index (CSI) method with a percentage of 86.05%. Based on the calculation of Servqual Analysis of 5 dimensions, namely Tangibility (physical evidence), Reliability (Reliability), Responsiveness (Awareness / responsiveness), Assurance (Guarantee) and Empathy (Empathy) represented by 25 attributes obtained if members of the CUBG Cooperative TP.Pamulang have been satisfied with the Servqual provided by the CUBG Cooperative Tp.Pamulang, this is shown in the average gap between expectations and reality of 0.05

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

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