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UBHARASURYA » Undergraduate Theses » Fakultas Ekonomi - MANAJEMEN
di-posting oleh rrnina09@yahoo.co.id pada 2016-10-27 23:29:24  •  951 klik          Permohonan Koleksi

THE INFLUANCE OF ADVERTISING TO BUYING INTENTION IN THAI LION AIR

disusun oleh Pratama, Anisa Putri NIM :115810514043-3

SubyekADVERTISING-
Kata Kunci Service quality
expectation
perception
satisfaction
SERVQUAL
Bossotel Bangkok.
KontributorAdisorn Chaysang (Advistor)
Tanggal tercipta2016-06-10
Jenis(Tipe)Undergraduate
Bentuk(Format)pdf
BahasaInggris
Pengenal(Identifier)UBHARASURYA-Undergraduate-11..3834673UBFEMA16
No Koleksi11..3834673UBFEMA16
No Klasifikasi658.83 Her a


Sumber :
A Thesis Submitted in Partial Fulfillment of the Requirements For the Bachelor Degree of International Business Administration Faculty of Business Administration Rajamangala University of Technology Thanyaburi Academic Year 2016

Relasi/Tautan:
UBHARA - FE-MANAGEMENT & RAJAMANGALA -University Of Technology THANYABURI INTERNATIONAL BUSINESS ADMINISTRATION THAILAND


[ ANOTASI / ABSTRAK ]

The customer?s standard of living and consciousness is demanding the importance of service quality. Service quality is mandatory to provide added value to the customers, retain and make loyal customers. This study focuses on the customer expectation, customer perception and the gap between customer expectation and perception to measure the service quality. We have analyzed the service quality which has a great impact on customer satisfaction. Our objective was to find out the service gap between customer?s expectation and perception, the gap between customer?s expectations and perceptions of Bossotel Bangkok regarding the service quality of the hotel. This service gap has been analyzed by using SERVQUAL model based on 22 statements of five dimensions (tangibles, reliability, responsiveness, assurance and empathy). We have used the quantitative method to explain the gap. To collect the primary data, survey on customer of Bossotel Bangkok has been arranged by using questionnaires. The result of this study showed that the SERVQUAL Gap between expectation and perception of the quality service was negative. The perception is lower than expectation. This negative gap indicates that customers were dissatisfied with the quality services. Empathy dimension was the most important dimension with the lowest gap.



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