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Details for Analisis Kepuasan Klien Terhadap Kinerja PT. Anefor Indonesia Dalam Menyelenggarakan Eksibisi
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NameAnalisis Kepuasan Klien Terhadap Kinerja PT. Anefor Indonesia Dalam Menyelenggarakan Eksibisi
Description
ANALISIS KEPUASAN KLIEN TERHADAP KINERJA  PT. ANEFOR INDONESIA
DALAM MENYELENGGARAKAN EKSIBISI

Myrza Rahmanita 
Alvin Widjaja

Abstract
 
“Customer should be satisfied”, that statement is very important, especially for  a company providing services. If customers are not satisfied, they will move on to competitors, and it might be worse that customers might actually spread their dissatisfaction to their friends, colleagues, and family, and eventually there will be a degradation in company’s image. Therefore, it is very important to identify what are the factors relating to customer satisfaction and dissatisfaction. If customers are satisfied, then that situation has to be maintained. And if customers are unsatisfied, management of the company should immediately implement corrective actions. This article discusses the way that exhibition companies should do in accordance with the satisfaction of their customers. One way to measure customer satisfaction in the field of services is using importance performance analysis, done by comparing customer expectation level and company’s actual output.  with its parameter classified into five: tangible, reliability, responsiveness, assurance, and empathy, afterward are mapped using tables and cartesius diagram model. The result shows that overall, customers are still satisfied with the agency performance, eventhough average customer expectation is slightly higher than the average service agency performance and workflow.

Kata kunci : kepuasan konsumen, eksibisi, MICE
 

FilenameAnalisis-Kepuasan-Klien-Terhadap-Kinerja-PT-Anefor-Indonesia-Dalam-Menyelenggarakan-Eksibisi.pdf
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Created On: 03/14/2009 12:06
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Last updated on 03/14/2009 12:08
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