Proceedings of the 3rd International Conference on Research of Educational Administration and Management (ICREAM 2019)

The Improving of Customer Satisfaction: Service Triangle Approach

Authors
Risa Rohaibatul Bahri, Endang Herawan
Corresponding Author
Risa Rohaibatul Bahri
Available Online 7 February 2020.
DOI
https://doi.org/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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Volume Title
Proceedings of the 3rd International Conference on Research of Educational Administration and Management (ICREAM 2019)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
7 February 2020
ISBN
978-94-6252-899-4
ISSN
2352-5398
DOI
https://doi.org/10.2991/assehr.k.200130.209How to use a DOI?
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/).

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  - https://doi.org/10.2991/assehr.k.200130.209
ID  - Bahri2020
ER  -