ULFIANA, NOVI (2007) ANALISIS KEPUASAN KONSUMEN DENGAN PENDEKATAN FUZZY SERVICE QUALITY (Studi Kasus : Lembaga Bimbingan Belajar (LBB) Primagama Cabang Sengkaling Malang). Other thesis, University of Muhammadiyah Malang.
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More tight the competitor and the customer that more selective and knowledgeable, it makes LBB Primagama branch Sengkaling Malang increate the service quality. It is sign that there is any information about the condition of the service. The reality is that the service quality is suitable with customers expectation or not. Based on the problem above, the writer do the research to measure the customer satisfaction levels in LBB Primagama branch Sengkaling Malang by using Fuzzy Servqual. This research is done by distributing the perception questionnaire and customer expectation to the service that was given by LBB Primagama branch Sengkaling Malang now. From the result of the research that was done, it shows that perception and expectation have significance gap. From the calculating result. The highest score of customer perception that employees is professional worker is 4.1748. the highest score of customer expectationthat tutor ability to explain the material well is 3.8755. then, gap score between customer perception and expectation is -1,7088. it shows that customer satisfaction learning guidance in LBB Primagama branch Sengkaling Malang fulfill the students expectations.
|Item Type:||Thesis (Other)|
|Subjects:||T Technology > T Technology (General)|
|Divisions:||Faculty of Engineering > Department of Industrial Engineering|
|Depositing User:||Rayi Tegar Pamungkas|
|Date Deposited:||19 Jun 2012 03:18|
|Last Modified:||19 Jun 2012 03:18|
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