After-sales service to increase customer satisfaction: application of importance performance analysis method

Authors

  • Andrianto Susilo Binus Online Learning
  • Ridho Bramulya Ikhsan Management Department, Binus Online Learning, Bina Nusantara University

DOI:

https://doi.org/10.22437/jbsmr.v3i2.9698

Abstract

This research will assess customer satisfaction with after-sale services for customers who use interior design services in Jakarta. This type of study is qualitative descriptive with survey data collection techniques—the data survey collected by cross-sectional. The data collection method uses a questionnaire distributed to 100 customers who used interior design services in Jakarta. The analytic approach used is Importance-Performance Analysis (IPA). The results of the research have successfully identified customer satisfaction with the after-sales service. There are 6 out of 20 attributes perceived as unsatisfied customers, while other attributes are perceived to be moderately satisfied and satisfied by interior design service customers in Jakarta.

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Published

2020-06-28

How to Cite

Susilo, A., & Ikhsan, R. B. (2020). After-sales service to increase customer satisfaction: application of importance performance analysis method. JOURNAL OF BUSINESS STUDIES AND MANGEMENT REVIEW, 3(2), 1-7. https://doi.org/10.22437/jbsmr.v3i2.9698