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Improving consumer satisfaction by integrating on service quality and lean six sigma methods


Noviania, Neneng Leni and Masyhudzulhak, Masyhudzulhak (2017) Improving consumer satisfaction by integrating on service quality and lean six sigma methods. In: 4th Conference on Business Management, 29 - 30 Oktober 2017, The Gurney Resprt Hotel & Recidences Penang, Malaysia.

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Abstract

Service quality (SERVQUAL) is one method that can be used to measure customer satisfaction for services that have been received that is by comparing the level of perception and expectations.Lean, six sigma is a method or technique for controlling and improving the quality of which is a dramatic breakthrough in the field of quality and is always oriented to customer satisfaction with a measurement target of sigma quality level.Integration SERVQUAL and Lean Six Sigma methods aims to SERVQUAL measurement results were analysed is to determine the critical variables, followed by calculation of DPMO and sigma value of the critical variables that can be known variables that priority improvements

Item Type: Conference or Workshop Item (Paper)
Additional Information: eISBN 978-967-0910-76-5 Organized by: School of Business Management, Universiti Utara Malaysia.
Uncontrolled Keywords: SERVQUAL, Lean, Six Sigma, Customer Satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Business Management
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 15 Apr 2018 04:22
Last Modified: 15 Apr 2018 04:22
URI: http://repo.uum.edu.my/id/eprint/23897

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