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  • Goal:: Pencapaian Kepuasan Pelanggan Terhadap Produk Dan Pelayanan

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    Adhiya G. Putri
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    The document outlines criteria for evaluating customer satisfaction of products and services for three airlines: Singapore Airlines, JAL, and Cathay Pacific. The evaluation criteria are divided into three categories: food quality, handling performance, and meeting load specifications. Food quality considers appearance and taste of food. Handling performance looks at on-time performance, meeting customer expectations, staff knowledge, safety, and flexibility. Load specifications evaluates food types, tray set-up, and equipment used. The document rates each airline on a 1-9 scale against a target standard of above 8.

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    Kelompok V

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    The document outlines criteria for evaluating customer satisfaction of products and services for three airlines: Singapore Airlines, JAL, and Cathay Pacific. The evaluation criteria are divided into three categories: food quality, handling performance, and meeting load specifications. Food quality considers appearance and taste of food. Handling performance looks at on-time performance, meeting customer expectations, staff knowledge, safety, and flexibility. Load specifications evaluates food types, tray set-up, and equipment used. The document rates each airline on a 1-9 scale against a target standard of above 8.

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    7 views2 pages

    Goal:: Pencapaian Kepuasan Pelanggan Terhadap Produk Dan Pelayanan

    Uploaded by

    Adhiya G. Putri
    The document outlines criteria for evaluating customer satisfaction of products and services for three airlines: Singapore Airlines, JAL, and Cathay Pacific. The evaluation criteria are divided into three categories: food quality, handling performance, and meeting load specifications. Food quality considers appearance and taste of food. Handling performance looks at on-time performance, meeting customer expectations, staff knowledge, safety, and flexibility. Load specifications evaluates food types, tray set-up, and equipment used. The document rates each airline on a 1-9 scale against a target standard of above 8.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
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    of 2

    Kelompok : V Rima Pramanasari Asep Z. A.

    A. Dewa Putu Dharma Kusuma Triwanto Miftaful Kirom GOAL : Pencapaian Kepuasan Pelanggan terhadap Produk dan Pelayanan (Untuk Mengetahui sejauh mana tingkat kepuasan pelanggan terhadap product dan pelayanan, untuk memenangkan persaingan ) CRITERIA : FOOD QUALITY Appearance of Food Taste of food HANDLING PERFORMANCE OTP Service Meet with expectation Staff Knowledge on Product Work Safety Staff respond to last minute request LOAD as PER SPECIFICATION Type of Food Complete tray set up Equipment used

    Penilaian terhadap : 1.Singapore airlines 2.JAL 3.Catay pacific

    Pencapaian Kepuasan Pelanggan terhadap Produk dan Pelayanan

    FOOD QUALITY

    HANDLING PERFORMAN CE

    LOAD as PER SPECIFICATIO N

    Appearance of Food

    OTP

    Type of Food

    Taste of food

    Service Meet with expectation


    Staff Knowledge

    Complete tray set up

    on Product

    Equipment used

    Work Safety

    Staff respond to last minute request

    Singapore Airline (1-9) STD>8

    Japan Airline (1-9) STD>8

    Malaysian Airline (1-9)STD>8 s

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