| dc.description.abstract | In term of the Multilevel-Marketing, also called Network marketing, most
of the firm benefits come from clients. Also, besides the price, reputation and other factors, the service quality has direct influence on customer preferences and satisfaction. Therefore, study about which factors determined their satisfaction on service quality is useful to any firms applying MLM business model.
The purpose of this research is to study the factors determining the service quality and determine which factors of the services quality directly effect on Herbalife client satisfaction. Whereby, we suggest feasible solutions for improving service quality and the level of Client satisfaction to Herbalife
In the Literature Review, the theorical framework known as the SERVQUAL model of Parasuraman was chosen. Five dimensions of service quality were tested through the prepared questionnaires in the context of customer satisfaction at Herbalife.
After collecting and analyzing 200 valid questionnaire, the outcomes from SPSS software indicates clients’ satisfaction on service quality was hold by Interaction and Tangibility, which are the key factors have high impact on clients’ satisfaction.
Inspire of several limitations in the research, this study is hoped to suggest solutions and implications to the Senior Management Team of Herbalife for better
service and enhancement on their client satisfaction. | en_US |
