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The Analysis of service quality and its relation with customer satisfaction for the start-up wedding organizer business (study case: Naura wedding organizer, Bandung, West Java)

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Wedding Organizer (WO) is one of the most popular new businesses in Indonesia. Asrnpeople getting busy day by day, they need some services to help them arranging theirrnwedding event. Naura WO, is one of a start-up business in wedding planner field, justrnlike any other business, Naura WO also have to concern about their services andrnperformances to the clients, that is why the author proposed to this company to have arnservice quality analysis. The Author is using SERVQUAL (Service Quality) theoryrnwhich includes 5 dimensions; Reliability, Assurance, Responsiveness, Empathy, andrnTangible. Gap Analysis becomes the method of the research by comparing client?srnexpectation and the reality perceived. The Author conducted the research based on 48rnquestionnaires that have been spread out to the ex-client of Naura WO.rnBased on the research, the author can conclude that generally Naura WO has alreadyrnfulfilled client?s expectation by their services, but still there are a lot of things theyrnshould do as an improvement for better performances in the future.

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Availability

B01079

(wh)

Available

Detail Information

Series Title

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Call Number

1079

Publisher

: Swiss German University., 2011

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

PR

Specific Detail Info

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Statement of Responsibility

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