The Improving of Customer Satisfaction: Service Triangle Approach

DOI

10.2991/assehr.k.200130.209How to use a DOI?

Keywords

customer satisfaction, service triangle

Abstract

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.

Copyright

© 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/).

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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  -