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Entrepreneurship and service quality: a case study in a local motorcycle dealer in east java

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The purpose of this thesis is to examine how entrepreneurs should concern about the service quality in their small-medium enterprise (SME) businesses. This research takes on a case study of a SME motorcycle dealership in Gresik, East Java. The rationale of the study is that because SMEs have key role in Indonesian economy by reducing unemployment and sustaining economic growth. This research is significant in contributing an academic input to SMEs, on how they can deliver high level of service quality to their customers.rnrnThis research shows that Indonesian motorcycle industry needs entrepreneurships to develop the market further. In addition to entrepreneurship, service quality is also obviously an important factor for them to be successful. This study specifically addresses how entrepreneurs and service quality tie up with each other, in a qualitative manner. rnrnService quality concept as developed by Parasuraman et al (2005) is employed in this study, to examine how entrepreneurs deliver quality service to their customers. The result of this study shows that entrepreneurs in SME in the motorcycle dealership should take into account service quality embedded into their business operations.rnrnIn conducting this research, questionnaires were distributed to 50 respondents in one of motorcycle dealer in East Java, which were divided into 25 during weekdays and weekends. In addition, some financial analysis to show the financial soundness of the business being taken as the case study is also presented in this study.rnrnThe research demonstrates that all the entrepreneur aspects and service quality variables should be implemented by entrepreneur to achieve high level of service quality.

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Availability

B00126

(wh)

Available

Detail Information

Series Title

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Call Number

126

Publisher

: Swiss German University., 2006

Collation

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Language

English

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Classification

NONE

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Edition

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Subject(s)

IBA

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