Analisis kepuasan konsumen lembaga pendidikan sekolah alam ciganjur

Ulfah, Fitria (2005) Analisis kepuasan konsumen lembaga pendidikan sekolah alam ciganjur. Masters thesis, Institut Pertanian Bogor.

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Abstract

The purposes of this study were (1) to identify the demography characteristic of the customer, (2) to analyze the customer satisfaction toward educational institution, and (3) to formulate some recommendation based on customer satisfaction analysis. The data was generated by interviews, observations, and literature study. The primary data were collected from 54 parents and 6 ex-parents living in Jakarta, Depok and Bogor. Chi-Square Test of Independence, Importance and Performance Analysis, Penalty-reward Analysis, and Diagonal Analysis were used to analyze the data. The results of the study showed that demography characteristic have no significant correlation with customer overall satisfaction. Meanwhile, the results of Importance and Performance Analysis, Penalty-Reward Analysis and Diagonal Analysis showed that the ability of the institution in taking care and handling parents complaints and the ability of the institution to maintain the school, were the most important attributes that the institution should put more attention to.

Item Type: Thesis (Masters)
Additional Information: 30(26)Ulf a
Uncontrolled Keywords: Sekolah Alam Ciganjur, Kepuasan Konsumen, Penalty-Reward Analysis, Importance and Performance Analysis, Analisis Diagonal, Uji Chi-Square.
Subjects: Manajemen Pemasaran
Depositing User: SB-IPB Library
Date Deposited: 24 Nov 2016 07:20
Last Modified: 24 Nov 2016 07:20
URI: http://repository.sb.ipb.ac.id/id/eprint/2715

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