PENINGKATAN KEPUASAN PELANGGAN PADA CV SRIWIJAYA SPORTINDO SEJATARA DENGAN METODE SERVQUAL DAN MODEL KANO

Singh, Puneet (2024) PENINGKATAN KEPUASAN PELANGGAN PADA CV SRIWIJAYA SPORTINDO SEJATARA DENGAN METODE SERVQUAL DAN MODEL KANO. Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

CV Sriwijaya Sportindo Sejatera is a business engaged in sports and music equipment such as various types of shoes, sportswear, boxing equipment and many others. The inconsistency of service quality with customer expectations makes CV Sriwijaya Sportindo Sejatera have the potential to lose customers and turnover. One way to fix these problems is to apply the Servqual Method and the Canoe Model with the aim of finding the core of the problem and being able to classify which problems are more important to fix. From the 23 attributes of the questionnaire, the survey results classified eight attributes that must be prioritized for improvement. Improvements were made through the creation of SOPs, display improvements, social media, the implementation of a culture of briefing before work, and coding on shelves. After 2 months of implementation, the improvement was proven to increase customer satisfaction which had an impact on increasing the turnover of CV Sriwijaya Sportindo Sejatera by 13-21%.

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