PUTRI, AINI (2020) ANALISIS KUALITAS PELAYANAN DAN CONTINUOUS IMPROVEMENT DENGAN PENDEKATAN P.D.C.A (PLANDO-CHECK-ACT) (Studi Kasus pada Perusahaan Teknologi). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
A good service company must provide the best possible service to create satisfaction for customers. If the service or service received or perceived (perceived service) is as expected, then the quality of the service or service is perceived as good and satisfying. If the service or services received exceeds customer expectations, then the quality of the service or service is perceived as ideal quality. Conversely, if the service received is lower than expected, the quality of the service or service is perceived as poor. For this reason, the purpose of this study is to determine the level of customer satisfaction using the PDCA (Plan-Do-Check-Act) approach. The questionnaire was used as a data collection method involving 36 respondents who were all consumers of PT.X with the results of ServQual and IPA analysis research which resulted in most of the attributes resulting in a negative gap and there were 7 priority attributes. This indicates that the services provided are not satisfactory. The final results of the study are 7 recommendations for improvement formulated from the root of the problem obtained from the why why analysis priority attribute. Keywords : Service, PDCA, ServQual, Importance- Performance Analysis (IPA), Why why analysis. Perusahaan jasa yang baik harus memberikan layanan sebaik mungkin untuk menciptakan kepuasan bagi pelanggan. Apabila jasa atau pelayanan yang diterima atau dirasakan (perceived service) sesuai dengan yang diharapkan, maka kualitas jasa atau pelayanan dipersepsikan baik dan memuaskan. Jika jasa atau pelayanan yang diterima melampaui harapan pelanggan, maka kualitas jasa atau pelayanan dipersepsikan sebagai kualitas yang ideal. Sebaliknya jika jasa atau pelayanan yang diterima lebih rendah daripada yang diharapkan, maka kualitas jasa atau pelayanan dipersepsikan buruk. Untuk itu tujuan dari penelitian ini adalah untuk mengetahui tingkat kepuasan konsumen dengan menggunakan pendekatan PDCA (Plan-Do-Check-Act). Kuesioner digunakan sebagai metode pengumpulan data yang melibatkan 36 responden yang seluruhnya merupakan konsumen dari PT.X dengan hasil penelitian analisa ServQual dan IPA yang menghasilkan sebagian besar atribut menghasilkan gap negatif dan terdapat 7 atribut prioritas. Hal tersebut menandakan pelayanan yang diberikan belum memuaskan. Hasil akhir penelitian berupa 7 rekomendasi perbaikan yang dirumuskan dari akar masalah yang didapat dari analisa why why analysis atribut prioritas. Kata kunci : Jasa, PDCA, ServQual, Importance-Performance Analysis (IPA), Why why analysis.
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