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Analisis Kepuasan Pelanggan dalam Rangka Strategi Pemasaran Non-Tender PT Surveyor Indonesia (Persero) Cabang Surabaya

Business and Finance Journal

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Title Analisis Kepuasan Pelanggan dalam Rangka Strategi Pemasaran Non-Tender PT Surveyor Indonesia (Persero) Cabang Surabaya
 
Creator Arifin, Mahfud
Syairudin, Bambang
Achmadi, Fuad
 
Subject Strategi Pemasaran
Non-Tender
 
Description This study begins with collecting 73 samples taken with random sampling method from 266 SISUB’s customer. Variable questionnaire covers components and service quality components of the marketing mix. After analysis of data questioner, obtained for value an interest in the things that are desired by customers with average score 3.562. For the average perceived value obtained 3.493. Furthermore, by exposing data in the Cartesian diagram using Importance Performance Analysis (IPA) is known of position the quality of service that has been provided and there are 6 (six) things to be fixed in SISUB services. Framing of Matrix House of Quality (HOQ) is performed as a basicQuality Function Deployment (QFD) which is a method of design in determining the development of quality improvement measures of performance to satisfy customers. Preparation of HOQ carried out through Focus Group Discussion (FGD), the result is expected to improve performance in supporting the Customer Relationship Management (CRM).
 
Publisher UNUSA Press
 
Date 2018-08-18
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://journal2.unusa.ac.id/index.php/BFJ/article/view/419
10.33086/bfj.v3i1.419
 
Source Business and Finance Journal; Vol. 3 No. 1 (2018): March
Jurnal Bisnis dan Keuangan; Vol 3 No 1 (2018): March
2477-393X
2527-4872
10.33086/bfj.v3i1
 
Language eng
 
Relation https://journal2.unusa.ac.id/index.php/BFJ/article/view/419/374
 
Rights Copyright (c) 2018 Mahfud Arifin, Bambang Syairudin, Fuad Achmadi
https://creativecommons.org/licenses/by-sa/4.0