Journal ID : TRKU-27-07-2020-10942
[This article belongs to Volume - 62, Issue - 07]
Total View : 289

Title : SERVICE QUALITY ANALYSIS OF SMEs TEMPE IN PROVINCE OF JAKARTA, INDONESIA

Abstract :

Tempe is a popular food in Indonesia. The high consumption of tempe does not only occur in Indonesia, because tempe has now becoming global. In Indonesia, tempe is usually produced and distributed by small and medium enterprises (SME). One of among province in Indonesia has been produce tempe is Jakarta. One aspect that can increase the success of a business in surviving and competing is the level of service provided to consumers. Customer satisfaction is the most important factor that influences the success of the industry in achieving excellence over other competitors. Therefore, this study is useful for measuring customer satisfaction with service quality in SMEs tempe in province of Jakarta. This survey was conducted on 90 respondents who were customers of 18 SMEs tempe. The author uses the importance and performance analysis (IPA) method to process the data. The results obtained from this study are that there are three attributes included in the priority category. The three attributes are the unavailability of products when customers need, frequently delays in shipping and lack of attention from management of SMEs to the advice given by customers

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