IMPROVING CUSTOMER SATISFACTION IN CLAIM AND REFUND PROCESS USING SERVQUAL AND QFD METHOD (CASE OF PT BANK DANAKU)
In banking industry, customers are the source of profit and revenue for the service organizations and improvements in service quality leads to customer loyalty. One of the problems that has many complaint in Bank Danaku is failure transaction that leads customers fund being held back, which cause an...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/49196 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |