Binus Business Review
Vol 9, No 2 (2018): Binus Business Review

Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery

Nindiani, Aina (Unknown)
Hamsal, Mohammad (Unknown)
Purba, Humiras Hardi (Unknown)

Article Info

Publish Date
31 Jul 2018

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.

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Journal Info
Binus Business Review
Website

Abbrev

BBR

Publisher

Universitas Bina Nusantara

Subject

Economics, Econometrics & Finance

Description

Binus Business Review is an international journal published in March, July, and November hosted by the Research and Technology Transfer Office (LPPM) of Universitas Bina Nusantara. The journal contents are managed by the Binus Business School, Faculty of Economics and Communications, and Forum ...