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Marketing Research Project: A Marketing Research Serqual Analysis : Excelso Cafe in Jakarta

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This research is about ServQual ( Service and Quality ) analysis of Excelso Café in Jakarta. In order to measure this Service and Quality at Excelso Café, researcher uses the five dimension of ServQual that are consisted of Tangible, Effectiveness, Reliability, Responsiveness and Assurance ( TERRA ) in the research.rn The purpose of this research are to determine the taste of Excelso’s beverage than the others café, to determine how is the service that Excelso give to customers like the time to serve the customers and how good Excelso treat the customers and to determine the attitude of the waitress toward the customers.rn In this research, researcher uses descriptive research in order to get the information, because researcher only wants to observe and describe about the service and quality that Excelso give to customers. All of the problem or condition ( in here is the service and quality ) is already exist, researcher only describe the existing condition, does not find the new problem to research.rn The findings showed that the service and quality that Excelso give to the customers not yet performed very well and cannot lead to high customer satisfaction. Excelso café need to do some improvement and changing in order high customer satisfaction.rn

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Availability

P60000005

Available

Detail Information

Series Title

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Call Number

MKT 214 (2006) 005

Publisher

: INTI College Indonesia., 2006

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Language

English

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Subject(s)

Marketing Research

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