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DECIDING NEW IMPROVEMENT IN KA ARGO PARAHYANGAN USING SERVICE QUALITY METHOD AND IMPORTANCE PERFORMANCE ANALYSIS MATRIX

Penulis : ANOSA WIBASAPUTRA (NIM 19007036)
Kontributor / Dosen Pembimbing :
  • Pembimbing: Dwi Larso, Ph.D.
Jenis Koleksi : Tugas Akhir
Tahun Terbit :
Penerbit : Sekolah Bisnis dan Manajemen
Fakultas : Sekolah Bisnis dan Manajemen
Subjek :
Kata Kunci : KA Argo Parahyangan, Service Quality, Importance-Performance Analysis
Sumber :
Staf Input/Edit : Vika Anastasya Kovariansi   Vika Anastasya Kovariansi
File : 7 file
Tanggal Input : 28 Jun 2012

2010 TA PP ANOSA WIBASAPUTRA 1-COVER.pdf

2010 TA PP ANOSA WIBASAPUTRA 1-BAB 1.pdf
2010 TA PP ANOSA WIBASAPUTRA 1-BAB 2.pdf
2010 TA PP ANOSA WIBASAPUTRA 1-BAB 3.pdf
2010 TA PP ANOSA WIBASAPUTRA 1-BAB 4.pdf
2010 TA PP ANOSA WIBASAPUTRA 1-BAB 5.pdf
2010 TA PP ANOSA WIBASAPUTRA 1-PUSTAKA.pdf

The author concluded, there are three dimensions that need more attention by the managers of KA Argo Parahyangan such as Empathy, Responsive and Assurance. According to the passengers, the main problem is covering the Empathy Dimension including Strategic Station Location offered to passengers and Foods Offering. Responsive Dimension covering issues of timeliness and travel time and Assurance Dimension including problems with discipline and stowaways. Recommendations to address these issues, among others, to make the shuttle bus from town to the station with the proper timing for the station location problem, put the food menu in a chair to the problem of food on the train.

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