CUSTOMER SATISFACTION ANALYSIS OF SERVICE QUALITY AT DRIVING RANGE X GOLF BANDUNG
As a sport service provider, driving range is always be a place where amateurs and professional golfers practice their golf swing on regular basis. It is important to understand and accommodate the golfers needs. The driving range management should be aware that if the consumers meet their needs, th...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/12588 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | As a sport service provider, driving range is always be a place where amateurs and professional golfers practice their golf swing on regular basis. It is important to understand and accommodate the golfers needs. The driving range management should be aware that if the consumers meet their needs, then repeat orders will potentially occur. To make them becoming regular customers will always be a real challenge for the management. Spotting properly on the customers' needs is becoming very crucial.<p>We often see the management thought that they have made several programs to innovate their quality of services, but in the end, they failed. Sometimes they failed to listen to the customer's voice. <p>Using the tools like Importance and Performance Analysis and Customer Satisfaction Index, this research has discovered 3 issues, such as:<p>1. CSI value of X Driving Range's service quality is 70.115 %. <p>2. The most dominant factor which affects costumer satisfaction at X Driving Range is because of its strategic location that is near the center of activities in the city.<p>3. Attributes to be maintained such as: golf bag's holder, caddy's communication skill, and benefit from using pro's services to lowering the consumer's handicap. And attributes to be improved such as: the interior design and facilities layout, activities program information, and the variation of services which are provided by the pro‐shop. |
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