ANALYSIS OF SERVICE CARTER QUALITY IN AN EFFORT AT KEDAI UPIK PALEMBANG
Wanda Fatricia, S.SI. & Dr. Puspo Dewi Dirgantari, S.Pd., MT., MM.

Magister Management, University Pendidikan Indonesia, Bandung

Abstract

This research aimed to see the application of CARTER service quality at Kedai Upik in increasing customer satisfaction. The method used in this research was a qualitative method with descriptive approach. The quality of CARTER services has six main dimensions; Compliance, Assurance, Responsiveness, Tangible, Empathy, and Reliability. With the assumption that customer satisfaction is closely related to the quality of service, then a company should provide the best quality of service, since it is the key to a companys success, apart from product superiority. The result indicated that the application of CARTER service quality at Kedai Upik has not been optimal enough, especially on Responsiveness and Tangible aspects.

Keywords: Quality Service, CARTER Approach, Customer Satisfaction

Topic: Marketing Management