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All Journal J@TI (TEKNIK INDUSTRI) Binus Business Review Syntax Literate : Jurnal Ilmiah Indonesia ComTech: Computer, Mathematics and Engineering Applications INAQUE: Journal of Industrial & Quality Engineering International Journal of Industrial Optimization (IJIO) Journal of Industrial Engineering & Management Research (JIEMAR) Journal of Industrial and Engineering System
Humiras Hardi Purba, Humiras Hardi
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Mathematics Mechanical Engineering Transportation

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Journal : Binus Business Review

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Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery Nindiani, Aina; Hamsal, Mohammad; Purba, Humiras Hardi
Binus Business Review Vol 9, No 2 (2018): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v9i2.4257

Abstract

This research aimed to analyze the performance of a bakery located in Bekasi from the customer satisfaction on product and service quality. The method applied was Importance-Performance Analysis (IPA). IPA was conducted to determine the status of indicators related to product and service quality. It was to provide input to management in taking strategic actions. The sample size was 127 respondents. The used technique was non probability sampling. The results reveal that the priority of improvement is the taste indicator for product quality. On the other side, courtesy indicator is the priority for service quality that occupies position in Quadrant A. Hence, the bakery should emphasize those indicators as improvement priorities.
Co-Authors Anggi Oktaviani Anggraeni, Indah Astri Atikno, Welly Aulia, Dinal Dhonny Suwazan Ghazali, Dabith Hadi, Hari Abdul Indarto, Kurnia Sigma Indra Setiawan Indra Setiawan Jaqin, Choesnul Manurung, Hasiholan marifah, lusi Maryani, Edna Mohammad Hamsal Nindiani, Aina Noer Wahjoedi, Noer Nurul Dzikrillah Paduloh Paduloh Pangestu, Gian Fahmi Paulina, Else Putra, Fibi Eko Putra, Guntur Pratama Rizlan, Wardah Rosdiana, Dina Rozak, Ahmad Simarmata, Rorio Gomgom Paska Siti Aisyah Subawanto, Heru Sudiyono Sudiyono Suhendra Suhendra Sukma, Dias Irawati Sunadi, Sunadi Suroto Suroto Trimarjoko, Aris Wirani, Ayu Puspa Yunita, Ika Yurrazak, Ikbal