SUPRIANTO, HERMAN (2017) EVALUASI KEBIJAKAN PENETAPAN HARGA DAN KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN (Studi Kasus : PT MNC Sky Vision). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Penelitian ini bertujuan untuk mengevaluasi kebijakan penetapan harga dan kualitas pelayanan dalam meningkatkan kepuasan pelanggan pada PT. Mnc Sky Vision. Jenis penelitian yang digunakan adalah penelitian deskriptif kualitatif. Pengumpulan data di lakukan dengan mewawancara dan penyebaran kuesioner kepada 100 responden. Metode sample yang digunakan dalam penelitian ini adalah Purposive sampling. Dalam penelitian ini peneliti menggunakan pendekatan terhadap masalah penelitian dengan metode analisis validitas dan reabilitas kemudian di olah menggunakan Quality Function Deployment (QFD) dengan House Of Quality (HOQ) menjelaskan hubungan antara keinginan pelanggan terhadap kebijakan penetapan harga dan kualitas pelayanan dalam meningkatkan kepuasan pelanggan. Hasil penelitian ini menunjukkan bahwa pelayanan PT. Mnc Sky Vision belum memenuhi kepuasan pelanggan . Hal ini di buktikan dari hasil uji validitas dan hasil uji realibilitas dan di olah menggunakan Quality Function Deployment (QFD) dengan House Of Quality (HOQ) juga menunjukkan hasil nilai uji yang masih negatif. Oleh karena itu hasil uji penelitian ini menyatakan bahwa pelayanan PT.Mnc Sky Vision belum optimal 100% dalam memberikan pelayanan terhadap pelanggan.This study aimed to evaluate the pricing policy and the quality of service in improving customer satisfaction on PT. Mnc Sky Vision.This type of research is qualitative descriptive study . Data collection was done by interviewing and distributing questionnaires to 100 respondents . Sample method used in this research is purposive sampling. In this study, researchers used an approach to research problems with the validity of the analytical method and realibilitas then processed using the Quality Function Deployment (QFD) by House Of Quality explain the relationship between desire of customers to the pricing policy and the quality of service in improving customer satisfaction.These results indicate that the licensing service at PT. Mnc Sky Vision not meet customer satisfaction. This is evidenced from the results of validity and reliability test results and processed using the Quality Function Deployment (QFD) with House of quality (HOQ) also shows the results of the test is still negative. Therefore the test results of this study stated that the ministry PT.Mnc Sky Vision services is not 100% optimal in providing services to the customer.
| Item Type: | Thesis (S1) |
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| Call Number CD: | FE/MJ. 17 239 |
| NIM/NIDN Creators: | 43111120140 |
| Uncontrolled Keywords: | Kualitas Pelayanan Jasa, Kepuasan Pelanggan, dan Quality Function Deployment (QFD) |
| Subjects: | 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 20 Mar 2017 16:07 |
| Last Modified: | 26 Feb 2024 03:10 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/33596 |
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