Analisis persepsi konsumen terhadap kualitas layanan PT Dua Kelinci di wilayah Surabaya

Limanto, Andrew (2007) Analisis persepsi konsumen terhadap kualitas layanan PT Dua Kelinci di wilayah Surabaya. Masters thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Service providers should have as detailed as possible an understanding of the psychological underpinnings of the role of perception in consumers' information processing systems, This is essential in order to understand better how perceptions are formed so that they can be maintained and/or manipulated over time. The purpose of this study is to analyze the gap between perception and expectation to service quality which is given by Dua Kelinci Corporation in Surabaya Area. In this research the population are all wholesalers of Kacang Dua Kelinci in Surabaya Area. The total is 110 people. The data were analyzed using the gap analysis and analysis of t-paired sample. The conclusion got from the research is that expectation is more than perception of consumer. This research proves that there is no significant adjustment between perception and expectation to service quality which is given by Dua Kelinci Corporation in Surabaya Area.

Item Type: Thesis (Masters)
Department: ["eprint_fieldopt_department_Graduate School" not defined]
Uncontrolled Keywords: Service quality, perception, expectation.
Subjects: Business
Business > Strategic Management
Divisions: Graduate School > Master Program in Management
Depositing User: Sri Kusuma Dewi
Date Deposited: 26 Jun 2015 08:36
Last Modified: 26 Jun 2015 08:36
URI: http://repository.wima.ac.id/id/eprint/2629

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