Assessing Customer Satisfaction towards PSS of PT. XYZ Using Servqual Approach

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Assessing Customer Satisfaction towards PSS of PT. XYZ Using Servqual Approach

Sofianti, Tanika D. - Personal Name; Prajogo, Tutuko - Personal Name; Widyarta, Fortius - Personal Name;

NOTES: CD errorrnTodays business competition has become more fierce and inevitable. PT. XYZ, who runs the generator rental business, has a lot of competitors. as one thing that wanted to be achieved the mos by competing companies, customer loyalty has become a great subject. one factor influencing the customer loyalty is customer satisfaction. the idea is supported by the fact that 95% of the unsatisfied customers wonΓÇÜ├ä├╢?├æ?┬Ñt tell and will just take their business elsewhere. as one company that adopts Product Service System (PSS) in its business process, PT> XYZ needs to assess its customer satisfaction towards the offered PSS. SERVQUAL is known as the most simple and universal method to asses customer satisfaction. SERVQUAL approach focuses on the discrepancy between customersΓÇÜ├ä├╢?├æ?┬Ñ expectation and their perception towards a service (service quality gap)/ the service quality dimensions assessed in this approach seem to be comprehensive to conclude the customer satisfaction towards a service. in order to gain the information about what customers expect and perceive towards each service measures, a questionnaire has been developed as the result from the discussion within the companys experts and distributed to the current customers. Based on the feedback from the customers, it can be concluded that in general, the customers of PT. XYZ are satisfied with the offered PSS and the customers also demand the flexible service along with the stable power output. It is recommended for PT. XYZ to keep assessing the customer satisfaction using SERVQUAL periodically in order to determine the customers preference trend.

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B01599 (Rack Thesis) Available

Detail Information

Series Title: -
Call Number: 1599
Publisher: : Swiss German University., 2014
Collation: -
Language: English
ISBN/ISSN: -
Classification: NONE
Content Type: -
Media Type: -
Carrier Type: -
Edition: -
Subject(s): IE
Customer satisfaction
PSS
B2B
SERVQUAL approach
Service quality gap
Specific Detail Info: -
Statement of Responsibility: -

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