Application of the Service Quality Method (Servqual) in Measuring the Level of Consumer Satisfaction at PT. Coca-Cola Amatil Indonesia

Abstract

Consumer satisfaction is the degree to which consumers feel pleasure or disappointment resulting from comparing the product's perceived performance (or outcome) with their expectations. Consumer satisfaction can be created through service quality and assessment. PT.Coca Cola Amatil Indonesia is a company engaged in manufacturing sales that produces various beverages at this time PT. Coca Cola Amatil Indonesia does not yethave a customer satisfaction system that is useful for improving the quality of service and product distribution so that the company does not yet know the level of customer satisfaction from services and products that have been produced and created by the company. Service Quality (servqual) is a diagnostic tool to make it easier to identify attributes based on their respective interests. whether the product or service is underperforming or overperforming. To overcome this problem, PT. Coca Cola Amatil Indonesia really needs a system to determine the level of service quality of employee performance. The system that will be made displays a questionnaire which will be filled out by consumers of PT. Coca Cola Amatil Indonesia Online.