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INTEGRASI SERVQUAL DAN AHP UNTUK EVALUASI KUALITAS LAYANAN DEKRANASDA

SAINTEKBU

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Title INTEGRASI SERVQUAL DAN AHP UNTUK EVALUASI KUALITAS LAYANAN DEKRANASDA
 
Creator Mahmudi, A. Aviv
 
Description Achieving superior service quality is the main concern of all service providers, so that service providers are urged to provide high quality customer-oriented services. The purpose of this study was to analyze the quality of customer service at Dekranasda Rembang, using the Servqual and Analitycal Hierarchy Process (AHP) methods. Servqual is used to see customer perceptions and expectations on the five dimensions of servqual including Physical Evidence (Tangibles), guarantee (Reliability), Responsiveness (Responsiveness), Assurance (Assurance) and Empathy (Emphaty). While AHP is used to weight each dimension and criteria. The results showed that there were 10 service criteria that had to be improved immediately by Dekranasda, so as to improve customer quality.
 
Publisher KH. A. Wahab Hasbullah University
 
Date 2021-01-15
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://ejournal.unwaha.ac.id/index.php/saintek/article/view/1098
10.32764/saintekbu.v13i01.1098
 
Source SAINTEKBU; Vol 13 No 01 (2021): Volume 13 No. 01 Januari 2021 (on process); 8-18
2541-1942
1979-7141
10.32764/saintekbu.v13i01
 
Language eng
 
Relation https://ejournal.unwaha.ac.id/index.php/saintek/article/view/1098/541
 
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