RISWAN MAKKI, MUHAMAD and Aswin, S.E., M.M. (2021) Analisis tingkat kepuasan pelanggan atas jasa layanan klinik kecantikan La'Dior Skin Care Bandar Lampung. Skripsi thesis, Institut Informatika dan Bisnis Darmajaya.
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Abstract
The purpose of this study were to knowing customer satisfaction level of service quaity beauty clinic la’dior skin care and knowing is there significant comparative between belive and evaluation of customers quality dimensions. This study is survey study with deskriptive characteristic. Respondens in this study were customers beauty clinic La’Dior Skin Care Bandar Lampung. Data collected in this study used questionnaire. Data analyze in this study used Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) method. The study result showed the customers feel so satisfy on service but unmaximal. That showed form customer satisfaction level calculation using Customer Satisfaction Index (CSI) whith the score 72.59. On the calculation using Importance Performance Analysis (IPA) there is 2 attribute included to quadrant A those means attributes prior priority and customers hopes but performance of service provider unmaximal and making the customers disapointed. There is 11 service attribute on quadrant B, means those attribute need to be maintained of service quality. There is 5 attribute included quadrant C, means those attribute has level of perception or lowest actual performance of customers and company no need to make it priorty or more focus of those attribute. On quadrant D, there is 2 attribute, means those attributes, to more customers feeling not really importance and not really customers hopes and the company more source allocated to others focus had more level of priority and less it to efficiency. Keywords: Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), Services Quality
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | 600 Teknologi - Ilmu terapan > 650 Manajemen eSkripsi |
| Divisions: | Skripsi/TA & PKPM/KP - Fakultas Ilmu Komputer > Manajemen Informatika |
| Depositing User: | S.E Muhammad Riswan Makki Riswan |
| Date Deposited: | 02 Sep 2024 00:18 |
| Last Modified: | 02 Sep 2024 00:18 |
| URI: | http://repo.darmajaya.ac.id/id/eprint/17153 |
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