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INTEGRASI METODE SERVICE QUALITY DAN KANO MODEL UNTUK PENINGKATAN KUALITAS PELAYANAN WISATA BELANJA

Hasanah, Rizky Rismaya Miftahul (2020) INTEGRASI METODE SERVICE QUALITY DAN KANO MODEL UNTUK PENINGKATAN KUALITAS PELAYANAN WISATA BELANJA. Undergraduate (S1) thesis, University of Muhammadiyah Malang.

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Abstract

Every shopping tour company strives to produce quality services and products, by knowing the wants and needs of customers to do quality improvement will give a greater sense of customer satisfaction and can increase company revenue. Research using the Service Quality (servQual) method and Kano Model. Servqual aims to provide a complete explanation of the performance attributes to find the score gap in each attribute. Kano Models aims to find out the service attributes that are under the wants and needs of consumers. The results of the study show that 23 attributes are desires and needs of consumers and 7 attributes that are priorities to be improved and can be developed as an innovation effort that provides a great effect in satisfying consumer needs including adding and maintaining support facilities, adding waiting chairs for visitors, conduct additional training for employees

Item Type: Thesis (Undergraduate (S1))
Student ID: 201310140311055
Thesis Advisors: Ahmad Mubin (0017116402), Muhammad Lukman (0728076501)
Keywords: Service quality, kano, costumer satisfaction, shopping tour
Subjects: H Social Sciences > HD Industries. Land use. Labor
T Technology > T Technology (General)
T Technology > T Technology (General) > T201 Patents. Trademarks
T Technology > TS Manufactures
Divisions: Faculty of Engineering > Department of Industrial Engineering (26201)
Depositing User: 201310140311055
Date Deposited: 13 Feb 2020 09:22
Last Modified: 13 Feb 2020 09:22
URI : http://eprints.umm.ac.id/id/eprint/59441

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