Susanto, Joshua Fredrick (2018) Peran pelayanan jasa dan budaya pt.xyz terhadap kepuasan pelanggan. Masters thesis, Universitas Pelita Harapan.
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Abstract
PT. XYZ merupakan anakan maskapai dari PT Garuda Indonesia yang melayani penerbangan dengan rute penerbangan nasional atau domestik. PT. XYZ berupaya menghadirkan kualitas Garuda dengan biaya rendah (low cost carrier). Namun dalam pelaksanaanya perusahaan harus dapat bertahan dan bersaing dengan perusahaan lainnya. Maka dari itu perusahaan harus memusatkan fokusnya terhadap aspek kepuasan pelanggan disertai dengan penerapannya. Dalam penulisan term paper ini, penulis menggunakan Six Service Quality Gaps, Service Profit Chain, dan model Circumplex sebagai penerapan dalam pembahasan. Metode yang digunakan merupakan metode kualitatif dimana informasi yang didapat sangat terbatas dan berasal dari berita, jurnal, artikel, internet, dan referensi buku. Berdasarkan hasil dari pembahasan dan penerapan teori, dapat disimpulkan bahwa Six Service Quality Gaps, Service Profit Chain, dan model Circumplex berperan terhadap kepuasan pelanggan PT. XYZ.
Item Type: | Thesis (Masters) | ||||||||
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Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management Current > Faculty/School - UPH Karawaci > Business School > Master of Management |
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Depositing User: | Phillips Iman Heri Wahyudi | ||||||||
Date Deposited: | 20 May 2022 09:04 | ||||||||
Last Modified: | 20 May 2022 09:04 | ||||||||
URI: | http://repository.uph.edu/id/eprint/47440 |
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