Analysis of five servqual dimension through disconfirmation theory approach to establish a level of customer satisfaction at Indrapura Restaurant, Netherlands - Digital Collection of Petra Christian University

The theory of disconfirmation has been used to explain the formation of customer
perceived service quality and satisfaction. According to this theory, service quality and
satisfaction result from how well the actual service performance, in other words, the
service process and outcome, matches the customer?s expectations. Thus, expectations
and their management are of great significance to perceive service quality and
satisfaction. The idea of disconfirmation has its root in Helson?s (1948; 1964) adaptation
level theory, which suggests that states of satisfaction/dissatisfaction result from a
comparison between one?s perception of product performance and one?s expectation
level. According to widely accepted opinion in service research, customer perceived
service quality results from how well customer expectations match actual experiences of
the service.
And so, based on the analogical of the disconfirmation theory, the writers conduct
a set of research upon Indrapura Restaurant, located at the heart of Amsterdam. To gain
the level of customer satisfaction through the customer expectation and customer
perception level of Inrdrapura?s service quality. The writers use five dimension of
SERVQUAL, suggested by Parasuraman et.al. (!990), those are, Tangible, Reliability,
Responsiveness, Assurance, Empathy.

Contributor
• (NA00000004) HENK BRUINS
• (NA00000360) PETER TEN CATE
• (NA00000352) VAN DER HOEK

Category
s1 - Skripsi/Undergraduate Thesis (Program Manajemen Perhotelan)

Rights
Undergraduate Thesis No. 02010276/HTL/2006; Daud Rizaldi (33401155), Erwin Sandi Wijaya (33401159)
The resource(s) is/are owned by the Creator/Contributor.Reproduction & distribution for non-commercial purposes is permitted provided that the credit for the Creator/Contributor and the source are explicitly stated,and no alteration are made

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