PENGUKURAN KUALITAS LAYANAN ANGKUTAN UDARA RUTE BANDUNG-SURABAYA STUDI KASUS : PENUMPANG ARMADA F-28 PT MNA

• Main Author: Avianto (NIM28099021), Mohamad
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/5507
• Institution: Institut Teknologi Bandung

<b></i>Abstract :</b><i><p align=\"justify\"> <br /> The progress of technology allows people to get all of the information they need. In business world, the phenomenas has implied meaning that businessman should treat a customer as a well informed person who has a knowledge and privilege to buy or not to buy a product. Companies should treat the customer as their partner. In consequence, companies should try to satisfy their partner. <br /> <p align=\"justify\"> <br /> A succesfuil company is one who can place the customer\'s satisfaction in highest priority. Merpati Should compete with other moda in Bandung by enhanching its capabilities to satisfy its customers. Merpati should focus on their customer and give service according to their customer axpectation. <br /> <p align=\"justify\"> <br /> <br /> The purpose of the research is to find out whether Merpati `s quality service has fulfilled its customer satisfaction. The method is measuring about customer perception and expected service by cartesius diagram. The measured attributes are those which have a connection with serving dimensions. <br /> <p align=\"justify\"> <br /> The result if that 10 of 32 attributes is classified as first priorities, 1 attribute is classified as attributes to maintain, 3 attributes is classified as low priorities and the last 18 is going to an acessive class. From customer\'s expectation-management- management perceptions gap, we find out that there are 23 positive attribute and 9 negative attributes. <br /> <p align=\"justify\"> <br /> The conclusion is that the majority of service\'s quality in Merpati Bandung has not satisfied customer\'s yet, so Merpati should make some improvement. <br />