Analysis of customer satisfaction and strategies to increase customer satisfaction in Ciputra Mall
Customer satisfaction is one of the important key factors to win the competition maintain the company's profit. Dissatisfied customer will not come to spend their time and money at the mall. They will go to other malls which offer more fun and a comfortable environment. This thesis explores the aspects related to customer satisfaction at Ciputra Mall, Jakarta. The method adopted in this thesis is a comprehensive analysis on observation, questionnaire. Data collected is analyzed with customer satisfaction methods which are Performance-Importance analysis method, ServQual method and Customer Satisfaction Index method. According to customer satisfaction methods, there are 15 attributes that satisfied and 10 attributes dissatisfied the customers at Ciputra Mall. Some recommendations are given in this thesis based on 10 attributes that dissatisfied the customers.
B00545 | (wh) | Available |
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