Analysis Impact of Service Quality Level to Customer Satisfaction and Customer Trust at Paxi Plush Barbershop

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Marsa, Arsyanda (2018) Analysis Impact of Service Quality Level to Customer Satisfaction and Customer Trust at Paxi Plush Barbershop. Undergraduate thesis, Sekolah Tinggi Manajemen IPMI.

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Abstract

Nowadays, barbershops become promising business in Indonesia, the competition in barbershop industry also become fiercer. There are several new barbershop starts to emerge and try to compete with their own unique concept and more competitive price. PAXI barbershop planned to keep and always improve their service quality so PAXI Barbershop open new concept of barbershop named PAXI Plush. PAXI Plush is the brainchild of PAXI Barbershop, established with the idea of reaching out for customers that desires more ease, more comfort and more satisfaction. PAXI Plush offers the experience of getting a haircut with the touch of perfections. To identify PAXI Plush service quality and customer satisfaction, researcher use Service Quality Theory, Customer Satisfaction Theory and Questionnaire as a foundation to find best solution for PAXI. Based on research and questionnaire there are 3 main aspects in PAXI that need focus on Service Quality to Customer Satisfaction, Service Quality to Customer Trust, Customer Satisfaction Customer Trust. Lastly, there are several recommendations based on our research that we would like to provide PAXI that we hope will bring benefit for their further service quality development.

Item Type: Thesis (Undergraduate)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Thesis > Bachelor of Business Administration
Depositing User: Indriana Apriyanti
Date Deposited: 16 Jan 2020 03:52
Last Modified: 17 Jan 2020 02:25
URI: http://repository.ipmi.ac.id/id/eprint/135

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