PERSEPSI PENYEWA KIOS FOOD COURT TERHADAP KUALITAS LAYANAN KEBERSIHAN ISS INDONESIA DI MARGO CITY DAN MAL PONDOK INDAH

Abstract

This research analyze the cleaning service quality of ISS Indonesia based on Brady and Cronin empirical research (2001) where the service quality was divided into three dimensional quality of interaction quality, physical environment quality, and outcome quality. This research use gap analysis and importance performance analysis to find the gap between expected service quality and perceived service quality by the food court tenant from the two malls that uses the ISS Indonesia’s cleaning service that is Margo City and Pondok Indah Mall. This research also tests the differences of cleaning service quality between the two malls.