EVALUASI KUALITAS PELAYANAN PT. XL AXIATA Tbk.

SANDY, ATIKA (2019) EVALUASI KUALITAS PELAYANAN PT. XL AXIATA Tbk. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This researchare used to find out attributes influences the service quality of PT. XL Axiata Tbk, to determine the level of importance with those attributes and to suggest actions to improve the company service. The object of this research is the evaluation of service quality PT. XL Axiata Tbk with five dimensions from Parasuraman. Data collecting technique was done by distributing questionnaires to 32 respondents. Analysis level of customers’ interest by IPA and design for recommendation of service improvement by QFD. The result of the research is showing that the service quality attributes.The main priorities for improvement are network coverage, wider internet quota, big video quota. The Improvements made by the company are good network quality, Combo Xtra, Xtra Combo youtube without quota. Keywords :Quality of Service, IPA, QFD. Penelitian ini digunakan untuk mengetahui atribut-atribut apa saja yang mempengaruhi kualitas pelayanan PT. XL Axiata Tbk, menentukan tingkat kepentingan dengan atribut-atribut tersebut serta memberikan usulan tindakan untuk perbaikan pelayanan perusahaan. Objek penelitian ini adalah kualitas pelayanan PT. XL Axiata Tbk, dengan lima dimensi dari Parasuraman. Teknik pengumpulan data dilakukan dengan penyebaran kuesioner 32 responden.Importance Performance Analysis (IPA) sebagai teknik analisis tingkat kepentingan pelanggan dan Quality Function Deployment (QFD) untuk merancang rekomendasi perbaikan layanan. Hasil penelitian menunjukan atribut-atribut kualitaspelayanan prioritas utama perbaikan adalah jangkauan jaringan lebih luas, kuota internet murah, kuota video besar. Perbaikan yang dilakukan perusahaan yaitu kualitas jaringan bagus, Combo Xtra, Xtra Combo youtube tanpa kuota. Kata kunci : Kualitas layanan, IPA, QFD.

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 19 078
Call Number: SE/31/18/337
NIM: 43113120341
Uncontrolled Keywords: Kualitas layanan, IPA, 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
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 06 Mar 2019 03:29
Last Modified: 10 Oct 2019 02:26
URI: http://repository.mercubuana.ac.id/id/eprint/47772

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