Analisis perceptual mapping atribut kualitas layanan toko buku gramedia Pangkalpinang
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Institusion
Universitas Bangka Belitung
Author
Ferdiyanto, (NIM. 3020611030)
Subject
HD28 Management. Industrial Management
Datestamp
2018-02-13 03:09:26
Abstract :
This research was conducted to measure the importance rate and the service quality rate of Gramedia Book Store Pangkalpinang. It aims to produce the perceptual map of consumers for service factors using descriptive qualitative method in order to describe the result of collecting data and observation. Scoring of service quality was based on five services quality dimention such as reliability, responsiveness, assurance, empathy, and tangible. The result of this research proved that there were not only important and less important service factors for consumers but also satisfying and non-satisfying service factors. It means company management needs to evaluate and to improve the sevices quality immediately by developing the employees. Hopefully, this research can be a feedback for Gramedia Book Store management in improving its services and be a refference for other researchers to conceive the perceptual mapping.
This research was conducted to measure the importance rate and the service quality rate of Gramedia Book Store Pangkalpinang. It aims to produce the perceptual map of consumers for service factors using descriptive qualitative method in order to describe the result of collecting data and observation. Scoring of service quality was based on five services quality dimention such as reliability, responsiveness, assurance, empathy, and tangible. The result of this research proved that there were not only important and less important service factors for consumers but also satisfying and non-satisfying service factors. It means company management needs to evaluate and to improve the sevices quality immediately by developing the employees. Hopefully, this research can be a feedback for Gramedia Book Store management in improving its services and be a refference for other researchers to conceive the perceptual mapping.
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