Analisis Penerapan Model Critical Non-Essentials Pada AHASS di Kota Bogor

Abstract

One of many strategies to increase customer loyalty is the Critical Non-Essentials that provides supporting facilities that are not related to the core products or services of a business. The purposes of this study are (1) to identify the customer service pattern while waiting in AHASS (2) to analyze the form of Critical Non-Essentials applications that are needed at AHASS and (3) to predict an increase in comfort and customer satisfaction. Based on research to AHASS consumers in Bogor, descriptive statistical analysis results stated that AHASS have implemented Critical Non-Essentials strategy although there are some facilities that are considered still under the consumer expectation. AHASS that provides supporting facilities to make customers feel welcome and comfortable while waiting the motorcycle servicing