ANALYSIS CUSTOMER SATISFACTION LEVEL USING THREEFACTOR THEORY AND REVISED IMPORTANCE-PERFORMANCE ANALYSIS IN EVERGLAM AESTHETIC CENTER

• Main Author: Hutagaol (NIM 19014003), Jesica
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/22689
• Institution: Institut Teknologi Bandung

Service quality is important in running a business, it also include in beauty and health care industry. The amount of women from teenagers until adults need to look beautiful and perfect, provide an opportunity for the beauty and care industry. This fact drives the various industries engaged in the field of beauty and care growth in Indonesia. Therefore, Everglam Aesthetic Center is one of the beauty industry that growing now. Everglam Aesthetic Center tagline is: It’s the Place to Get Your <br /> <br /> Infinite Beauty, which provide a comprehensive service to customers need to know which attributes more increase on the level of customers satisfaction and importance in order to provide better service quality. Therefore, the purpose of this research is to measure, to analyze and to <br /> <br /> increase attributes service quality that related to customer satisfaction in Everglam Aesthetic Center and then propose some recommendations for improvement. <br /> <br /> The literature review that needed in this research is related to service quality, customer satisfaction, <br /> <br /> SERVQUAL, three-factor theory of customer satisfaction and revised importance – performance alysis. The result finding from the data analysis in Everglam Aesthetic Center, it can be concluded that customers are tend to be satisfied enough with the fulfillment of basic factor, <br /> <br /> excitement factor and performance factor using three-factor theory analysis. There are 14 attributes <br /> <br /> that classified into basic factor, 2 attributes that classified into excitement factor and 2 attributes <br /> <br /> that classified into performance factor. While based on IPA grid result, Everglam Aesthetic Center <br /> <br /> need to improve the attributes in Quadrant IV named as Concentrate Here because these attributes <br /> <br /> is importance, but the performance low. While the recommendation for Everglam Aesthetic Center <br /> <br /> hould fulfill basic factor which equal to the quality element that must exist to avoid dissatisfaction <br /> <br /> of customer. Everglam Aesthetic Center should focus to improve and enhance their service quality attributes that classified into performance factor because these attributes have a big impact in successful of Everglam Aesthetic Center. Everglam Aesthetic Center focus on attributes that should be prioritized resulted from IPA grid. Everglam Aesthetic Center should conduct the survey <br /> <br /> regularly to find out the customer satisfaction for the continuous improvement.