COMPARATIVE RESEARCH OF CUSTOMER EXPERIENCE AND CUSTOMER EXPECTATION BETWEEN MALE AND FEMALE CUSTOMERS OF KM. MAJESTIC KAWANUA
Abstract: Sea transportation
is one of the most indispensable transportation of Indonesian society.KM.
Majestic Kawanua operating in Indonesian sea areas, especially in North
Sulawesi area. There are two main objectives that will be achieved, which are:
To determine the significant difference of customer experience between male and
female customers of KM. Majestic Kawanua and To determine the significant
difference of customer expectation between male and female customers of KM.
Majestic Kawanua. Therefore customer experience and customer expectation will
greatly affect to customer satisfaction. This research conducted by a
quantitative method and this research population is the customers of KM. Majestic
Kawanua. By using an Independent Sample t-test, this research conducted a
hypothesis is significant difference in customer experience and customer
expectation between male and female customers of KM. Majestic Kawanua. Based on
the result of this research, the data is normally distributed. The result shows
that there are no significant differences in customer satisfaction based on
customer experience and customer expectation between male and female customers
of KM. Majestic Kawanua. Findings suggest KM. Majestic Kawanua employes to be
quick in responding to customer needs so that customers feel satisfied using
the KM. Majestic Kawanua services.
Keywords: customer experience,
customer expectation, gender
Penulis: Anatasya E. Sabanari,
Linda . Lambey, Farlane S. Rumokoy
Kode Jurnal: jpmanajemendd171037
