Pemahaman Masalah dalam Industri Layanan Warnet melalui Penerapan Metode Servqual

Authors

  • Eko Budi

DOI:

https://doi.org/10.61132/keat.v1i1.18

Keywords:

Internet Cafe Services, Service Industry, Service Quality, SERVQUAL Method, Customer Satisfaction, Service Gap

Abstract

This research aims to gain an in-depth understanding of the problems faced by the internet cafe service industry and to evaluate the quality of services provided by applying the SERVQUAL method. The SERVQUAL method is used as a framework to measure and analyze the gap between customer expectations and perceptions of internet cafe service quality. This research involves collecting data through surveys, interviews and observations of customers and internet cafe owners. The results of data analysis will provide an overview of which service dimensions might cause customer dissatisfaction, so that corrective steps can be identified that can be implemented by internet cafe owners. The application of the SERVQUAL method is expected to provide a comprehensive view of the factors that influence customer satisfaction in the context of internet cafe services.

References

Ahmadjayadi,. 2007. Buku Panduan Sederhana Memulai Bisnis Warnet Legal. Departemen Komunikasi dan Informatika Direktorat Jenderal Aplikasi Telematika, Jakarta.

Fandy Tjiptono, Ph,D. 2011“Pemasaran Jasa”. Bayu media

Mary Long; Charles McMellon, 2004, “Exploring the determinants of retail service quality on the Internet” The Journal of Services Marketing; Newyork

Singgih Santoso, 2012, “Aplikasi SPSS pada statistik Parametrik”, Jakarta : PT Elex Media Komputindo

Yang, Z. And Jun, M, (2002), “customer perception of service quality : from internet purchase and non-purchase perspective”, jurnal of business Strategies, vol. 19 No 1, pp. 19-41

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Published

2024-02-21

How to Cite

Eko Budi. (2024). Pemahaman Masalah dalam Industri Layanan Warnet melalui Penerapan Metode Servqual. Kajian Ekonomi Dan Akuntansi Terapan, 1(1), 32–43. https://doi.org/10.61132/keat.v1i1.18