Analysis of implementation service convenience (a case study of PT. Panca Perkasa Laksana)

Author : GARJITO, ADITYA

This research examines the relation between service conveniences and customer satisfaction in PT Panca Perkasa Laksana, where PT. Panca Perkasa Laksana is a business to business based. Service convenience can be defined as a concept about saving customer time and effort. Service convenience consists of 5 factors, which are decision convenience, access convenience, transaction convenience, benefit convenience and post benefit convenience. The writers use questionnaires to get feedback about service convenience in the business and how satisfy they are. The writers process the data gathered using SPSS program to determine how strong one factor to the customer satisfaction is. The writers believe that customer satisfaction could increase and maintain number of sales, as one of the major problem in the business is declining number of sales in the last 5 years.

Keyword : service convenience, customer satisfaction, business to business

Sumber : http://repository.petra.ac.id/2028/