Ratio Analysis on Entrepreneurial Service Quality: A Case Study in a Motorcycle Dealership in East Java
The 3rd Indonesia International Conference on Innovation, Entrepreneurship & Small Business (IICIES 2011), Center for Innovation, Entrepreneurship, and Leadership (CIEL), School of Business & Management, Institut Teknologi Bandung, July 26-28, 2011
14 Pages Posted: 20 Aug 2011
Date Written: July 26, 2011
In any business practices, quality is regarded as the important measure in sustaining the business operations. In goods productions, quality may be considered from several view points. For business organizations whose main activities are not dominated by goods production, however, given the nature the intangibilities, service operations may rely more on quality measurements.
Using CV Dealer Motor (“CVDM”), as a particular motorcycle dealership in East Java, this paper attempts to study how the entrepreneurial sprit develop and implementation of service quality especially in small/medium enterprises (SME). This study incorporates primary and secondary data; from questionnaires and financial statements of CVDM. It is expected that this study is able to bring up the tips and tricks on how entrepreneurs face and survive the competition via service quality, as part of the selling strategy in motorcycle market.
This research attempts to demonstrate the entrepreneurs’ aspects and service quality variable that been exhaustedly used by the entrepreneurs in striving for goals. Other variable to consider is the fact that competitiveness in Indonesia’s motorcycle industry continues to spike despite the country’s economic downturns, and the soaring world’s oil prices.
Keywords: business agreements, entrepreneurship, service quality, customer satisfaction, ratio analysis, organizational performance, key success factors
JEL Classification: A10, D21, D70, M10, M13, 015, P17
Suggested Citation: Suggested Citation