SATISFACTION ANALYSIS OF CONSUMER OF DELIVERY SERVICE SRT WITH SERVQUAL METHOD

• Main Author: ARIO PRABOWO (NIM: 29105030), MOHAMMAD
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/12396
• Institution: Institut Teknologi Bandung

Quickly Delivery Service be a new business growed in Indonesia. This service business provides product delivering service from its producer for its consumer. Usually this service implemented internally by restaurant, service laundry, minimarket and many more business. But with exercise of delivery service done internally simply generating many difficulty for company, and surely for company which have not handled its product delivering service professionally. Where in this case generates opportunity for delivery service core company merging various products from some producers grows, to make this speciality service can be exploited by others company to be able to develop marketing, facilitates consumer and boosts up its sale in more professional. This final project focus at satisfaction analysis of consumer giving an conceptual outline for making of effective service marketing strategy which capable to be comprehended and implemented by operational and management carefully, so that the owner of company earns doubtlessly delegates expansion and policy of marketing strategy to management team. The research provides analysis servqual with defuzzification method that giving knowledge about perception and expectation of customer or client with simply, easy to be understood, has tolerance to imprecise data and base of natural language. Furthermore applies the analysis to perform a well design and performance standard with making Service Business Process Mapping/Blueprinting which in accurate figure sees service system. Then various people who interconnected of intracorporate can understand and makes effort for purpose of every the process regardless of duty or angle of view individually. As for basic thing also is done is change paradigm in marketing initial company from focus to acquisition of customer or transaction becomes focus to good retention or relationship with Relationship Marketing philosophy. Then the alternative of main solutions for solving of problem to become solid solution with good implementation plan and in line with resources that needed to deal with the problems factor. <br />