This research is conducted for researchers to help VIVERE to figure out the factor of Service Quality variable which is Tangible, Reliability, Responsiveness, Assurance, and Empathy have an effect to the Customer Satisfaction at Vivere Showroom in Jakarta area. The writer using Statistical method based on SERVQUAL to do the research, and at the last part this research will conduct several recommendation in order to improve customer satisfaction based on the service
quality effect. This research is conducted at 8 different locations showroom Vivere in Jakarta area. The writer using the questionnaire (close ended question) as quantitive data. The data that has been received from 80 customers will be processed using SPSS (Statistical Package for the Social Sciences).


Supervisor: Sony Wiewiek Antonio