Integration of service quality, benchmarking and Ishikawa diagram in service operations
This paper aims to explore the integration of Service Quality (SERVQUAL) and two specific Total Quality Management (TQM) techniques -benchmarking and Ishikawa diagram- to improve quality in the service industry, particularly in the hospitality industry. The survey was administered to respondents at...
| Main Authors: | , |
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| Format: | Article |
| Language: | Indonesian |
| Published: |
Universitas Trisakti
2020-10-01
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| Series: | Jurnal Manajemen dan Pemasaran Jasa |
| Subjects: | |
| Online Access: | https://trijurnal.lemlit.trisakti.ac.id/jasa/article/view/6144 |