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PERBAIKAN KUALITAS PRODUK LAYANAN GRAPARI TELKOMSEL MAKASSAR MENGGUNAKAN SERVICE QUALITY (SERVQUAL) DAN POTENTIAL GAIN CUSTOMER VALUE (PGCV)

Ardian Saputra, Rizky (2019) PERBAIKAN KUALITAS PRODUK LAYANAN GRAPARI TELKOMSEL MAKASSAR MENGGUNAKAN SERVICE QUALITY (SERVQUAL) DAN POTENTIAL GAIN CUSTOMER VALUE (PGCV). Undergraduate (S1) thesis, University of Muhammadiyah Malang.

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Abstract

Service to customers is one of the main factors to improve the quality of services. The number of competitors in the field of services, the company must be able to provide good quality service in order to meet customer expectations. Therefore, there is a need for customer reviews to improve the service quality of the company. This research uses Servqual and PGCV methods. The function of the method is to find out the perceptions and expectations as well as customer needs and priority improvements related to the services provided. Based on the results of the study showed 7 attributes that need to be improved quality of service

Item Type: Thesis (Undergraduate (S1))
Student ID: 201410140311092
Thesis Advisors: Shanty Kusuma Dewi (0720038201), Dana Marsetiya Utama (0730038601)
Keywords: Customer Satisfaction, Service Quality, Potential Gain Customer Value.
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering (26201)
Depositing User: 201410140311092
Date Deposited: 26 Nov 2019 06:06
Last Modified: 26 Nov 2019 06:06
URI : http://eprints.umm.ac.id/id/eprint/56822

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