RANCANGAN DAN IMPLEMENTASI PENGUKURAN KUALITAS LAYANAN SERVQUAL BERBASIS WEBPAGE (Study Kasus Pada Website Gramedia Pustaka Utama)

Ayu Putri Dilapanga, Dini (2008) RANCANGAN DAN IMPLEMENTASI PENGUKURAN KUALITAS LAYANAN SERVQUAL BERBASIS WEBPAGE (Study Kasus Pada Website Gramedia Pustaka Utama). Other thesis, University of Muhammadiyah Malang.

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Abstract

Competition business sale service on line expecting every company who doing transaction with internet to improve their develop innovation. Such innovation is how to improve the quality of service which can give added significance and being different with another company who give a same service product. www.gramedia.com represent one of the website who sale of book on line which quite a lot visited by customer. But since two years latter, there are degradation of customer because appearance some company of a kind. Therefore require to be conducted by research to know what kind service attributes customer need and how difference among perception and expectation customer in quality service. To facilitate process intake of data on line, validity and rehabilitee test process, calculation of GAP value, and mapping service attributes into Cartesians diagram, SERVQUAL webpage concept which is run at Gramedia website during 3 months, designing with ASP (Active Server Pages) language program. ASP is a script who having the character of server-side and have a combination with text, HTML, and other components to make web pages more interesting, dynamic, and interactive. This components is unity of object which have compilation with native code in other platfrom. At Planning and Implementation of SERVQUAL base on webpage run at gramedia website, I found seven service attribute who have negative GAP between customer perception and expectation, that is : settlement of website www.gramedia.com (GAP valuable -0.16), availability of writer information (-0.19), comfortable ordering of book on line (-0.21), report levying of event, book launching, and book surgical operation (-0.05), security guarantee ordering book on line (-0.19), commitment admin overcome customer complain (-0.15), and ameni

Item Type: Thesis (Other)
Subjects: T Technology > T Technology (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Anggit Aldila
Date Deposited: 30 Apr 2012 03:01
Last Modified: 30 Apr 2012 03:01
URI: http://eprints.umm.ac.id/id/eprint/3343

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