IDENTIFIKASI KESENJANGAN KUALITAS JASA PADA USAHA PEMELIHARAAN RUMAH TINGGAL DI KOTA BANDUNG (BERDASARKAN DIMENSI SERVQUAL DARI PARASURAMAN, BERRY DAN ZEITHAML)

• Main Author: Aprianto (NIM 28199129), Dendy
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/5059
• Institution: Institut Teknologi Bandung

<b></i>Abstract :</b><i><p align=\"justify\"> <br /> Due to economic crisis, many property business have difficulties to growth, even to survive from collapsed. The crisis had caused the decreasing of demand and suspends many projects. <br /> <p align=\"justify\"> <br /> But there are several alternatives to choose; among them are home maintenance services. The home maintenance is focused on after sales services. By now, the service providers are personal institution or some contractors that are not specialized in this sector. That caused some unsatisfactory to customer who used their services. <br /> <p align=\"justify\"> <br /> The purpose of this thesis is to identify the gap between expectation and perceived services of the customer to the service provider in Bandung City. <br /> <p align=\"justify\"> <br /> The result of this thesis is able to become an adequate reference to develop a customer-oriented company in home maintenance that refers to five dimension of SERVQUAL (Reliability, responsiveness, empathy, assurance and tangibles). The successful company, from this perspective is company that could minimize the imbalance of expectation and perceived services of customer <br />