Abstract: Food and beverages
industries in Surabaya have grown in the last few years. Businessmen have tried
hard to deliver the best service they have to their customers in order to
satisfy them. This research is done to find out the service quality of food and
beverages industries in Surabaya using a quantitative descriptive approach.
Service quality is measured by comparing the actual service with the expected
service to find Customer Satisfaction Index (CSI). CSI shows that food and beverages
industries in Surabaya have already been able to deliver their best service
quality to their customers. Hopefully this research is beneficial for the
related industries because it can also serve as their feedback to understand
their customers better and improve their
service quality when needed.
Kaywords: service quality, Customer Satisfaction Index
Penulis: Fransisca Andreani
Kode Jurnal: jpmanajemendd100019
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