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Evaluasi Kualitas Layanan Berdasarkan House of Quality : Studi Kasus Cafe di Bandung / Jurnal Administrasi Bisnis Vol 8 (2) September 2012

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ABSTRAK :rnrnService quality of the restaurant operations is a focus in this paper. Two Cafe Restaurants were chosen, one as an research object - Cafe X, and other as its competitor - Cafe Y. Customer satisfaction is observed from the customer of Cafe X, and developed a House of Quality from all this data. The result showed that all of quality aspects have high importance rate which is explained that all of quality aspect are importance for customer and has an impact to their satisfaction. The result also showed some customer gave a lower satisfaction performance for some quality aspects that explained competitors had a better performance. The study provided some suggestions to increase satisfaction performance with quality service development.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

651.05 PAW j C.1

Penerbit

Bandung : Center for Business Studies – CeBiS Jurusan Ilmu Administrasi Bisnis Fisip Unpar., 2012

Deskripsi Fisik

v+96 hlm.; 17,5x25 cm

Bahasa

Indonesia

ISBN/ISSN

0216-1249

Klasifikasi

651.05 PAW j C.1

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol. 8 (2) September 2012

Subjek

service quality
service quality measurement
house of quality

Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

Lampiran Berkas

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