The Improving of Customer Satisfaction: Service Triangle Approach
- 10.2991/assehr.k.200130.209How to use a DOI?
- customer satisfaction, service triangle
This research entitled “Improving Customer Satisfaction: Developing a Service Triangle Approach?” The research deals with the service quality approach namely service triangle on customer satisfaction in three elements service. The study also describe about the concept of customer satisfaction, to introduce the service triangle approach and to describe of the implementation of the development of a service triangle model. The satisfaction is a higher order construct and that perceptions of service quality affect feelings of satisfaction, which in turn influence future purchasing behaviour, the implementation of this approach model should also be included in the SERVQUAL instrument. This SERVQUAL instrument can be used to measure customer satisfaction. The relative importance of service quality factors on customer satisfaction differs in different service industries. Study literature methods was used in this study. The data were gained from documentations and literature studies about.
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Risa Rohaibatul Bahri AU - Endang Herawan PY - 2020 DA - 2020/02/07 TI - The Improving of Customer Satisfaction: Service Triangle Approach BT - Proceedings of the 3rd International Conference on Research of Educational Administration and Management (ICREAM 2019) PB - Atlantis Press SP - 400 EP - 403 SN - 2352-5398 UR - https://doi.org/10.2991/assehr.k.200130.209 DO - 10.2991/assehr.k.200130.209 ID - Bahri2020 ER -