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0.408
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This Author published in this journals
All Journal Journal of Business Studies and Management Review
Andrianto Susilo
Binus Online Learning
Decision Sciences, Operations Research & Management Social Sciences

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After-sales service to increase customer satisfaction: application of importance performance analysis method Andrianto Susilo; Ridho Bramulya Ikhsan
Journal of Business Studies and Management Review Vol. 3 No. 2 (2020): JBSMR Vol. 3 No.2, June 2020
Publisher : Management Department, Faculty of Economics and Business, Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (675.348 KB) | DOI: 10.22437/jbsmr.v3i2.9698

Abstract

This research will assess customer satisfaction with after-sale services for customers who use interior design services in Jakarta. This type of study is qualitative descriptive with survey data collection techniques—the data survey collected by cross-sectional. The data collection method uses a questionnaire distributed to 100 customers who used interior design services in Jakarta. The analytic approach used is Importance-Performance Analysis (IPA). The results of the research have successfully identified customer satisfaction with the after-sales service. There are 6 out of 20 attributes perceived as unsatisfied customers, while other attributes are perceived to be moderately satisfied and satisfied by interior design service customers in Jakarta.
Co-Authors Ridho Bramulya Ikhsan