Since information technology in Indonesia becomes more advanced and the needs of rapid as well as accurate information continues to escalate, have turned warung internet as one of the main key in answering this situations. Consequently, it has to be more cautious in dealing with service quality and consumer satisfaction. Therefore, this research aims to examine the service quality and consumer satisfaction of all the seven warung internets in Salatiga. The research use convenience sampling with 200 respondent, along with SERVQUAL analysis method in measuring identified consumer’s expectation and perception as well as their gaps,
base on five aspects; tangible, reliability, responsiveness, assurance and empathy.
Eventually, the tests show negative score. This outcome indicates that all of the seven warung internets in Salatiga haven’t fulfilled consumer’s need in service.
Key word: service quality, consumer’s satisfaction, warung internet

download jurnal

Related Posts by Categories

Widget by Hoctro | Jack Book


Post a Comment