ANALISA KUALITAS JASA STUDI KASUS PADA APOTIK KRANGGAN YOGYAKARTA
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Institusion
Universitas Atma Jaya Yogyakarta
Author
Ardiyanto, Andy
Subject
Manajemen Pemasaran
Datestamp
2015-10-05 09:14:37
Abstract :
This tesis aims at helping Apotik Kranggan's effort to survive it's existence in the competition with other chemist's shops by using consumer relationship management to their consumers so that consumer loyalty will be reached. This research aims at exploring the service quality at Apotik Kranggan Yogyakarta. Validity test using factor analysis, reliability test using Hyot technique and SERVQUAL analysis will be used in this research. Data is collected by interview as well as observation aimed at manager. The questioners is sent to 100 consumer of Apotik Kranggan Yogyakarta Factors that is studied are reliability, responsiveness, assurance, empathy and tangibles, which all the factors that is mentioned above are the variables of service quality. The result of this research is the service quality at Apotik Kranggan Yogyakarta is not good.
This tesis aims at helping Apotik Kranggan's effort to survive it's existence in the competition with other chemist's shops by using consumer relationship management to their consumers so that consumer loyalty will be reached. This research aims at exploring the service quality at Apotik Kranggan Yogyakarta. Validity test using factor analysis, reliability test using Hyot technique and SERVQUAL analysis will be used in this research. Data is collected by interview as well as observation aimed at manager. The questioners is sent to 100 consumer of Apotik Kranggan Yogyakarta Factors that is studied are reliability, responsiveness, assurance, empathy and tangibles, which all the factors that is mentioned above are the variables of service quality. The result of this research is the service quality at Apotik Kranggan Yogyakarta is not good.
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