Enhancing Service Quality in Indonesian Food Cart Franchise: Assurance and Empathy For Franchisee Satisfaction

نویسندگان

چکیده

The franchise business not only provides good products but also services that satisfy the franchisee. One of Indonesian company franchise, Arofah Kebab, is facing issues with franchises who inconsistenly purchase raw materials and inactive franchises. problems may be caused by kebab’s inability to maintain quality its franchisees. Kebab has no information about service. This study aims analyze level importance performance services, franchisee satisfaction. Respondents were 40 active franchisees (33% total accessible population) using convenience sampling method. Service attributes are determined servqual model analyzed descriptive analysis, customer satisfaction index (CSI), importance-performance analysis (IPA). results indicate assurance empathy dimensions service need futher emphasized individual businesses in providing frachisees. These encompass various relate personal relationship between franchisor. In case four improved including carrying out every obligation agreement, strengthening two-way communication, creating SOP for employees deal directly franchisees, extensions hour ensuring operating hours run on time. Keywords: CSI, satisfaction, IPA,

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ژورنال

عنوان ژورنال: Business Review and Case Studies

سال: 2023

ISSN: ['2721-6926']

DOI: https://doi.org/10.17358/brcs.4.2.204