Analisis dimensi service quality pada industri gas di PT SMU Surabaya

Sugijanto, Herry (2008) Analisis dimensi service quality pada industri gas di PT SMU Surabaya. Masters thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Characters of industrial market may differ from from consumer market. This may happen because industrial market tend to be more complex than consumer market. Industrial market have use other industry' product to be its source of materials and as its supporting materials. One of companies which serve industrial market and became supplier for other companies is PT SMU, member of Samator Group. PT SMU was the only one domestic industrial gases companies in Indonesia. In order to run its business, PT SMU have focus on efforts in order to provide qualified services to its customers. In order to asses PT SMU's service quality rating, so PT SMU need to scrunitize the quality of its service toward its customer by using SERVQUAL method. This analysis is need to know the gap between expectation and actual service. This study conducted by using gap analysis which started by focus group discussion process and spreading questionaires. Subject in this study is PT SMU, a manufacturer company which located in East Java industrial region. Population are all industrial gases customer in Surabaya region. Data collected by using questionaires, observation and interview method. Collected data then analyzed by using SERVQUAL method. The findings shows that PT SMU's SERVQUAL have slightly gap between expectation and actual relatively. It mean that PT SMU services may reach customer expectation relatively. Hence PT SMU must improve it service performance because its product is become important and indispensable supporting material for its customer.

Item Type: Thesis (Masters)
Department: ["eprint_fieldopt_department_Graduate School" not defined]
Uncontrolled Keywords: SERVQUAL, industrial gases, gap analysis.
Subjects: Business
Business > Strategic Management
Divisions: Graduate School > Master Program in Management
Depositing User: Sri Kusuma Dewi
Date Deposited: 26 Jun 2015 08:18
Last Modified: 26 Jun 2015 08:18
URI: http://repository.wima.ac.id/id/eprint/2752

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