Harrisman, Rio and Halim, Hasniati (2015) Service Quality: Expectations, Perceptions and Satisfaction About Service Quality at Wall Street English, Pondok Indah, Jakarta - a Case Study. Bachelor thesis, Swiss German University.

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Abstract

The purpose of this thesis is to study and analyze expectations and perceptions about service quality in Wall Street English and to research about the role of service quality for creating customer satisfaction. The objective is to find out the gap between expectations and perceptions through the customers point of view. The difference between expectations and perceptions can be described as satisfaction or lack of satisfaction. The survey is constructed as a case study and is based on the quantitative method. The primary data is obtained by using the questionnaires to 84 respondents. The results from the different dimensions show that there is a gap between expectations and perceptions which means that the customers are not fully satisfied about the service quality at Wall Street English. Reliability shows a difference at - 0.59, assurance at -0.56, responsiveness at -0.71, empathy at -0.64 and tangibles at - 0.29. The result shows a total gap at -0.56, which means that the service quality do not fully meet the expectations.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Service Quality; Gap Analysis; Customer Satisfaction; Expectations; Perceptions; SERVQUAL.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5415 Consumer Behavior H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Atroridho Rizky
Date Deposited:	17 Nov 2020 15:05
Last Modified:	17 Nov 2020 15:05
URI:	http://repository.sgu.ac.id/id/eprint/1471

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