Computer File

Aplikasi metode servqual dalam penilaian kualitas pelayanan jasa telekomunikasi : studi kasus pada PT. Satelindo

Now, competence is growing fast, Be the winner is one way to hold out
the business existence. Commitment on consumer's satisfaction is prime
prerequirement to win the competence for business service. Satelindo is one
sample of business service. Telecommunication is the sector of Satelindo's
business specificallyfor sim card.
Today, Satelindo wants to dominate the market of sim card. So, Satelindo
has to give good service to its costumers. SERVQUAL method is being
implemented in Satelindo to indentify variables which influence of Satelindo's
services, to see gap between persepsion dan expectation of Satelindo's costumers,
and to see the dominant factor. Data material is compile through field study
(interviews and questionnaires). Thereafter, processed to find factor which
haven't satisfied the customers by software SPSS 10.0 for Windows.
On the basis ofthis research, the writer concludes that the problems which
causes the gap is the limited of manager's concern for customer services. To
handle it, manager has to increase motivate and ability of customer service.

Ketersediaan

Informasi Detail

Judul Seri

No. Panggil

TI YOS a/02

Penerbit

Bandung : Program Studi Teknik Industri Fakultas Teknologi Industri - UNPAR., 2002

Deskripsi Fisik

xi, 70 p. : il. ; 30 cm

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

TI

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

-

Info Detail Spesifik

-

Pernyataan Tanggungjawab

Yosephine

Versi lain/terkait

Lampiran Berkas

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