Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery

Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery

This research aimed to analyze the performance of a bakery located in Bekasi from the customer satisfaction on product and service quality. The method applied was Importance-Performance Analysis (IPA). IPA was conducted to determine the status of indicators related to product and service quality. It...

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Bibliographic Details
Main Authors:	Aina Nindiani, Mohammad Hamsal, Humiras Hardi Purba
Format:	Article
Language:	English
Published:	Bina Nusantara University 2018-07-01
Series:	Binus Business Review
Subjects:	Importance-Performance Analysis (IPA), product quality, service quality, customer satisfaction
Online Access:	https://journal.binus.ac.id/index.php/BBR/article/view/4257

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