MOCHTAR, INDRAJANA LAHAJA (2015) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN MELALUI PENDEKATAN SERVQUAL PADA LEMBAGA SERTIFIKASI PRODUK DI INDONESIA. S3 thesis, Universitas Mercu Buana Jakarta - Menteng.
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (Cover)
Hal Cover.pdf Download (256kB) |
|
Text (Abstrak)
Abstrak.pdf Download (71kB) |
|
Text (Bab 1)
BAB 1.pdf Restricted to Registered users only Download (248kB) |
|
Text (Bab 2)
BAB 2.pdf Restricted to Registered users only Download (187kB) |
|
Text (Bab 3)
BAB 3.pdf Restricted to Registered users only Download (371kB) |
|
Text (Bab 4)
BAB 4.pdf Restricted to Registered users only Download (211kB) |
|
Text (Bab 5)
BAB 5.pdf Restricted to Registered users only Download (611kB) |
|
Text (Bab 6)
BAB 6.pdf Restricted to Registered users only Download (64kB) |
|
Text (Daftar Pustaka)
Hal Daftar Pustaka dan Lampiran.pdf Restricted to Registered users only Download (2MB) |
Abstract
BSI Product Certification Body should aware and understand the main priority over the needs and expectation of certification customer services. Furthermore its need to identify and clearly define such aspects become attributes of services based on customer requirements. One of the method for enhancement of quality of service to measure of customer requirements is Servqual method (Service Quality). To achieve this purpose, the authors conducted a study of scientific research related to the quality of product certification services and the result also provides significance impact to product certification body BSI as quality improvement of its services. In principle, its have been obtained some conclusion as a result of research studies-which are described as follows : Research result is able to determine the classification attributes certification services on the basis of the relationship between the level of customer satisfaction and the level of compliance of Certification Institution and it is able to assign priority measures that need to be done by BSI institution and it is able to find out kind of attributes needs to be developed further as innovative process organization. Key Words : Certifications service attribute ; Customers satisfaction level
| Item Type: | Thesis (S3) |
|---|---|
| Call Number CD: | CDT-551-15-252 |
| NIM/NIDN Creators: | 55111120259 |
| Uncontrolled Keywords: | Certifications service attribute ; Customers satisfaction level. MPO, MANAJEMEN OPERASI |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | RIA SYAFITRI |
| Date Deposited: | 06 Jul 2022 06:05 |
| Last Modified: | 10 May 2023 02:31 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/64589 |
Actions (login required)
 |
View Item |
