OKTAVIANI, NURUL (2017) EVALUASI KUALITAS PELAYANAN JASA PURNA JUAL ALAT FITNES DI PT. PRIMA FITINDO JAYA. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This research is based on the decrease of income on after sales service in PT. Prima Fitindo Jaya, this research to know the quality of after sales service in PT. Prima Fitindo Jaya. The object of this research is PT. Prima Fitindo Jaya which is a company engaged in the sale of fitness equipment located in Jakarta. This research was conducted on 64 respondents by using descriptive approach quantitative. Therefore, data analysis used Service Quality and Importance Performance Analysis in Quality Function Deployment. The results of this study indicate that the gap / GAP between performance with customer expectations with the application of Service Quality of 20 service attributes all negative value (-). This indicates that the service capacity is still far from the expectations of the customers. Therefore, the test results of this study states that there is performance after sales service PT. Prima Fitindo Jaya not in accordance with consumer expectations. Keywords: Service Quality, Importance Performance Analysis, Quality Function Deployment.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 43112120298 |
| Uncontrolled Keywords: | Service Quality, Importance Performance Analysis, Quality Function Deployment. |
| Subjects: | 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri > 338.4 Secondary Industries and Services/Industri dan Jasa Sekunder |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Dede Muksin Lubis |
| Date Deposited: | 21 Mar 2024 03:59 |
| Last Modified: | 21 Mar 2024 03:59 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/82221 |
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