Solon, Janet Aprillea and Wijaya, Adidarma (2019) Evaluasi Kepuasan Pelanggan JNE Menggunakan Importance-Performance Analysis Matrix. Universitas Bakrie. (Unpublished)
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Abstract
The delivery service industry increased significantly due to the growth of the e-commerce industry in Indonesia. Intense competition requires companies in this industry to improve their service for their customers’ satisfaction. As a delivery service company, JNE also always pays attention to the satisfaction of its customers. This study aims to evaluate aspects that are priorities for JNE to be improved. This study uses the Servqual Method to measure aspects that affect customer satisfaction. Through the Importance-Performance Analysis matrix, it was found that the responsiveness aspect is something that needs to be a priority for JNE to be improved.
| Item Type: | Other |
|---|---|
| Uncontrolled Keywords: | customer satisfaction, importance performance analysis, servqual, service industry |
| Subjects: | Customer Satisfaction Science Paper |
| Divisions: | Fakultas Teknik dan Ilmu Komputer > Program Studi Teknik Industri |
| Depositing User: | Users 2 not found. |
| Date Deposited: | 04 Mar 2020 10:36 |
| Last Modified: | 04 Mar 2020 10:40 |
| URI: | https://repository.bakrie.ac.id/id/eprint/3335 |
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