USULAN PENINGKATAN KUALITAS LAYANAN WARNET DENGAN PENDEKATAN REKAYASA NILAI (STUDI KASUS : WARNET 'X')
<b>Abstract :</b><p align=\"justify\">The rapid growth of internet technology causing raises internet rentals include at Bandung City. That is causing the high competition in business internet rentals. Warnet `X\' is an internet rental that growth stage. Considering...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/5093 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | <b>Abstract :</b><p align=\"justify\">The rapid growth of internet technology causing raises internet rentals include at Bandung City. That is causing the high competition in business internet rentals. Warnet `X\' is an internet rental that growth stage. Considering to situation that are so many older players enter this business, the only one important thing for Warnet \'X\' to survive is increasing their service quality to their clients, so it will be competitive. <br />
<p align=\"justify\">The approaching being used to increase the service quality of Warnet `X\' is the value engineering by Zeithaml and her friends. The dimensions of service quality are tangible, responsiveness, reliability, empathy and assurance. Weight of the service quality dimension was using AHP (Analytical Hierarchy Process) method. <br />
<p align=\"justify\">From surveying known that the reliability criteria has most with weight 32 %, followed by tangible criteria 29 %, responsiveness criteria 17%, empathy criteria 14 % and the last assurance criteria 8 %. <br />
<p align=\"justify\">Recommendation for the services quality was done with considering to weight of the service quality dimensions from Zeithaml |
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