ANALISIS KEPUASAN PELANGGAN TERHADAP PELAYANAN TENAGA PEMASARAN DENGAN METODE SERVQUAL DI PT. KLS

ROZZYANTI, THERESIA VITARA (2018) ANALISIS KEPUASAN PELANGGAN TERHADAP PELAYANAN TENAGA PEMASARAN DENGAN METODE SERVQUAL DI PT. KLS. S1 thesis, Universitas Mercu Buana Jakarta.

[img]
Preview
Text (HAL COVER)
1. Cover.pdf

Download (62kB) | Preview
[img]
Preview
Text (ABSTRAK)
2. Abstrak.pdf

Download (47kB) | Preview
[img]
Preview
Text (LEMBAR PERNYATAAN)
3. Lembar Pernyataan.pdf

Download (273kB) | Preview
[img]
Preview
Text (LEMBAR PENGESAHAN)
4. Lembar Pengesahan.pdf

Download (252kB) | Preview
[img]
Preview
Text (KATA PENGANTAR)
5. Kata Pengantar.pdf

Download (92kB) | Preview
[img]
Preview
Text (DAFTAR ISI)
6. Daftar Isi.pdf

Download (98kB) | Preview
[img]
Preview
Text (DAFTAR TABEL)
7. Daftar Tabel.pdf

Download (45kB) | Preview
[img]
Preview
Text (DAFTAR GAMBAR)
8. Daftar Gambar.pdf

Download (44kB) | Preview
[img]
Preview
Text (DAFTAR LAMPIRAN)
9. Daftar Lampiran.pdf

Download (41kB) | Preview
[img] Text (BAB I)
10. Bab 1.pdf
Restricted to Registered users only

Download (170kB)
[img] Text (BAB II)
11. Bab 2.pdf
Restricted to Registered users only

Download (281kB)
[img] Text (BAB III)
12. Bab 3.pdf
Restricted to Registered users only

Download (194kB)
[img] Text (BAB IV)
13. Bab 4.pdf
Restricted to Registered users only

Download (682kB)
[img] Text (BAB V)
14. Bab 5.pdf
Restricted to Registered users only

Download (227kB)
[img] Text (BAB VI)
15. Bab 6.pdf
Restricted to Registered users only

Download (93kB)
[img] Text (LAMPIRAN)
17. Daftar Lampiran.pdf
Restricted to Registered users only

Download (554kB)

Abstract

Customer satisfaction is very important for service companies, because customer satisfaction illustrates the company's ability to meet company needs in meeting customer expectations. Same is the case with PT. KLS as one of the sales service companies supporting production equipment, especially in the automotive sector. The purpose of this study is to determine the factors that are the top priority of customers for service quality and to determine the factors that need to be improved in meeting customer satisfaction. In evaluating services, service quality methods are used. By calculating the gap value (gap score), it can be concluded which attributes are priorities for immediate improvement. In addition to using the servqual method, the Importance Performance Analysis Matrix is used, ie the calculated attributes are entered into the quadrant so that which attributes must be maintained. The results that can be seen that the factors that become the top priority of customers for service quality is the inaccuracy of marketing personnel in providing information and solving a customer problem. This proves that there is a need to improve the quality of services to improve customer satisfaction at PT. KLS specifically in increasing sales figures every year. Keyword: Customer Satisfaction, Service Quality, Servqual, Gap Score, Importance Performance Analysis Kepuasan pelanggan merupakan hal yang sangat penting untuk perusahaan jasa, sebab kepuasan pelanggan menggambarkan kemampuan perusahaan dalam memenuhi kebutuhan perusahaan dalam memenuhi harapan pelanggan. Sama halnya dengan PT. KLS sebagai salah satu perusahaan jasa penjualan alat-alat penunjang produksi khususnya di bidang otomotif. Tujuan penelitian ini adalah untuk menentukan faktor yang menjadi prioritas utama pelanggan terhadap kualitas pelayanan dan untuk menentukan faktor yang perlu diperbaiki dalam memenuhi kepuasan pelanggan. Dalam penilaian pelayanan digunakan metode service quality. Dengan menghitung nilai kesenjangan (gap score) maka bisa disimpulkan atribut mana yang menjadi prioritas untuk segera mungkin dilakukan perbaikan. Selain menggunakan servqual methode digunakan juga Importance Performance Analysis Matrix, yaitu atribut yang telah dihitung dimasukkan kedalam kuadran agar diketahui atribut mana yang harus dipertahankan. Hasil yang di dapat diketahui bahwa faktor yang menjadi prioritas utama pelanggan terhadap kualitas pelayanan adalah ketidaktepatan tenaga pemasaran dalam pemberian informasi dan penyelesaian suatu masalah pelanggan. Hal ini membuktikan bahwa perlu dilakukannya perbaikan terhadap kualitas pelayanan untuk meningkatkan kepuasan pelanggan di PT. KLS khususnya dalam meningkatkan angka penjualan setiaptahunnya. Kata Kunci : Kepuasan Pelanggan, Kualitas Pelayanan, Servqual, Gap Score, Importance Performance Analysis

Item Type: Thesis (S1)
NIM: 41616120030
Uncontrolled Keywords: Kepuasan Pelanggan, Kualitas Pelayanan, Servqual, Gap Score, Importance Performance Analysis
Subjects: 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Virda Syifa
Date Deposited: 08 Oct 2019 07:03
Last Modified: 08 Oct 2019 07:03
URI: http://repository.mercubuana.ac.id/id/eprint/50188

Actions (login required)

View Item View Item