Begin from GFP from my team about customer loyalty based on gap analysis from Parasuraman theory with title “Customer Loyalty based on gap analysis of standard services quality in cleaning services industry in PT Vida”. There are some anomaly happened here. Juanda hospital is in the last position as satisfied client. They experiences of perceived of service is not really good. Although Juanda hospital becomes the most unsatisfied client, they are the client who very loyal to PT. Vida because they already suggests PT. Vida‟s service to another customer. Therefore the writer want to dig deeper the problem of gap between perceived and expected service in Juanda Hospital. In this case, the point of view is change to end customer as the one who also felt the work from PT. Vida cleaner, it is not just from the user who do the contract with PT. Vida. An end consumer is (an) end user, and not necessarily a purchaser, in the distribution chain of a good service (Wilson, 2010). What this means is that the people who select and buy a product or service (customers) are not necessarily the same as the people who ultimately use or consume it (consumers). Customers may buy products which are not for their own use; consumers may use products, but not purchase them.


Supervisor: Sony Wiewiek Antonio
(CONFIDENTIAL 7 DECEMBER 2018)