CUSTOMER SATISFACTION ANALYSIS AND SERVICE PROCESS DEVELOPMENT DESIGN ON SELF SERVICE IN HIDAYATULLAH STORE (Case Study: Pondok Pesantren Hidayatullah Surabaya)

Moch. Kalam Mollah, Adi Nugroho, Mushthofa Zuhad Siroj

Abstract


At the Covid 19 pandemic, the people's economy was still unstable. Many industries, both small and large, have to be clever in dealing with company strategies to adapt. The many types of businesses that have sprung up are a form of competition that can motivate the company's performance to improve and survive in this unstable economic condition. The types of businesses that exist today include interactions that are engaged in industry and produce output in the form of products and companies involved in services, which provide products in the form of services [1][2].

Full Text:

PDF

References


Chu, Y. S. & Fang, C.W. (2006). Exploring the relationship of trust and commitment in supply chain management. Journal of American Academy of Business, vol. 9, no. 1, pp. 182-198.

Fornell, C. (2012). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, vol. 55, no. 5, pp. 6-21.

Gajjar, B. N. (2013). Factors Affecting Consumer Behavior. International Journal of Research in Humanities and Social Sciences, vol. 1, Issue 2, pp. 73-91.

Huarng, K. H. 2015. Configural Theory for ICT development. Journal of business research, Volume 68, Issue 4, pp. 748-756

Belás J. & Gab?ová, L. (2016). The relationship among customer satisfaction, Loyalty and financial performance of commercial banks. E & M Economic and Management, vol. 2, Issue 1, pp. 132-144

Oliver R.L. (1980). A Cognitive Model of the Antecedents and Concequences of Satisfaction Decisions. Journal of marketing Research, vol. 12, no. 8, pp. 460–469.

Neela Multani. (2016). Role of HR Practices in Employees’ Satisfaction: A Case Study on 3-Star Hotels of Ahmedabad, Gujarat. International Journal of Management, vol. 7, no. 6, pp. 16–122.

Dominici, R. G. (2010). Customer Satisfaction in the Hotel Industry: A Case Study from Sicily. International Journal of Marketing Studies , vol. 2, no. 2, pp. 367-381.

Jones D.L,. (2017). A New Look at the Antecedents and Concequences of Relationship Quality in the Hotel Service Environment. Service Marketing Quarterly, vol. 12, no. 8, pp. 15–31.

Hallowell, R. (2016). The relationships of customer satisfaction, customer loyalty and profitability: An empirical study. International Journal of Service Industry Management, vol. 7, no. 4, pp. 27-42.

Mittal, V., P. Kumar, M. Tsiros. (2019). Attribute- level Performance, Satisfaction and Behavioral Intentions over Time: A Consumption-System Approach. Journal of Marketing, vol. 63, no. 2, pp. 88-101.

Goffin, K. and Price, D. (2006). Service Documentation and the Biomedical Engineer: Results of a Survey. Biomedical Instrumentation and Technology, vol. 30, no. 3, pp. 223-230.


Refbacks

  • There are currently no refbacks.


Katalog Buku Karya Dosen ITATS