ANALISIS PENGARUH KUALITAS PELAYANAN DEPARTEMEN CUSTOMER SERVICE TERHADAP TINGKAT KEPUASAN PENGUNJUNG GRAND INDONESIA SHOPPING TOWN

FAHRI, APRIYADI (2012) ANALISIS PENGARUH KUALITAS PELAYANAN DEPARTEMEN CUSTOMER SERVICE TERHADAP TINGKAT KEPUASAN PENGUNJUNG GRAND INDONESIA SHOPPING TOWN. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

This research is about the influence of the service quality from the customer service department of Grand Indonesia Shopping Town towards customer satisfaction using Servqual, this concept was initiatif by Parasuraman et al which covers 5 dimensions i.e reliability, tangible, responsiveness, assurance, and empathy. Types of research is quantitative exploratory. Determination of samples using a purposive sampling. The data used in this research are the primary data obtained through questionnaires and secondary data. Data analysis is using a descriptive analysis and statistics. From the regression test results revealed that all of the Servqual dimentions affect the levels of satisfaction. Based on the correlation matrix between variables found that assurance dimension is the most dominant compared to other variables due to the need of good communication and knowledge for high class shopping mall like Grand Indonesia Shopping Town. It is recommended that customer service department conduct training for complain handling and good communication. And pay attention for counter facilities and grooming of the staffs. Keywords: service quality, customer satisfaction, service Penelitian ini membahas mengenai pengaruh kualitas pelayanan departemen customer service terhadap tingkat kepuasan pengunjung Grand Indonesia Shopping Town dengan menggunakan konsep Servqual. Konsep dari Parasuraman ini meliputi 5 dimensi seperti keandalan, ketanggapan, keyakinan, empati, dan berwujud. Jenis dari penelitian adalah kuantitatif eksplanatory. Penentuan sampel menggunakan purposive sampling. Data yang digunakan pada penelitian ini adalah data primer yang diperoleh melalui kuesioner, selain itu digunakan pula data sekunder. Analisa data yang digunakan dengan analisa deskriptif dan statistik. Dari hasil uji regresi diketahui bahwa semua variabel berpengaruh terhadap tingkat kepuasan baik secara individu maupun bersama-sama. Berdasarkan matrik korelasi antar variabel ditemukan dimensi assurance atau jaminan yang paling dominan dibandingkan variabel lain karena kebutuhan akan komunikasi dan pengetahuan yang baik pada Grand Indonesia ShoppingTown. Disarankan agar departemen customer service memberikan pelatihan mengenai penaganan keluhan dan komunikasi yang baik. Selain itu memberikan perhatian untuk fasilitas konter dan cara berpakaian staff. Kata Kunci : Kualitas pelayanan, Kepuasan pelanggan, Jasa

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