ANALISA KEPUASAN KONSUMEN TERHADAP PENGGUNAAN VENDING MACHINE DI PT KAI COMMUTER INDONESIA MENGGUNAKAN METODE SERVQUAL, IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN HOQ

ASYARI, ASHIM (2020) ANALISA KEPUASAN KONSUMEN TERHADAP PENGGUNAAN VENDING MACHINE DI PT KAI COMMUTER INDONESIA MENGGUNAKAN METODE SERVQUAL, IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN HOQ. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Customer satisfaction is important for service companies, because customer satisfaction illustrates the company's ability to meet customer expectations. PT Kereta Commuter Indonesia as one of the public transportation service companies. The research objective is to determine the priority factors of vending machine service quality and recommend improvements to meet customer satisfaction of PT Kereta Commuter Indonesia. The servqual method for the gap between perception and expectations, and IPA can recommend improvements in the priority quadrant for an analysis of improvements with HOQ. The results obtained note that there are 4 attributes of customer priorities for service quality, namely: Number of vending machines available, procedures for using available vending machines, officers are patient when providing services, officers listen to every complaint, criticism & suggestions from consumers. And the need to improve the quality of service to improve customer satisfaction PT Kereta Commuter Indonesia, especially in terms of providing training and seminars on public speaking and the addition of vending machines for each station. Keywords: Customer Satisfaction, Vending Machines, SERVQUAL, IPA and HOQ Kepuasan pelanggan merupakan hal yang penting bagi perusahaan jasa, karena kepuasan pelanggan menggambarkan kemampuan perusahaan dalam memenuhi harapan pelanggan. PT Kereta Commuter Indonesia sebagai salah satu perusahaan jasa angkutan umum. Tujuan penelitian adalah untuk menentukan faktor prioritas kualitas pelayanan vending machine dan merekomendasikan perbaikan untuk memenuhi kepuasan pelanggan PT Kereta Commuter Indonesia. Metode servqual untuk adanya gap antara persepsi dengan harapan, dan IPA dapat merekomendasikan perbaikan di dalam kuadran prioritas untuk dilakuan analisa perbaikan dengan HOQ. Hasil yang didapat diketahui bahwa faktor yang menjadi prioritas pelanggan terhadap kualitas pelayanan ada 4 atribut yaitu:Jumlah mesin vending yang sudah tersedia, Tata cara penggunaan mesin vending yang tersedia, Petugas sabar saat memberikan pelayanan, Petugas mendengarkan setiap keluhan, kritik & saran dari konsumen. Dan diperlukannya perbaikan terhadap kualitas pelayanan untuk meningkatkan kepuasan pelanggan PT Kereta Commuter Indonesia khususnya dalam hal pemberian pelatihan dan seminar tentang public speaking dan penambahan mesin vending setiap stasiun. Kata Kunci : Kepuasan Pelanggan, Vending Machine, SERVQUAL, IPA dan HOQ.

Item Type: Thesis (S1)
NIM: 41615110029
Uncontrolled Keywords: Kepuasan Pelanggan, Vending Machine, SERVQUAL, IPA dan HOQ.
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 006 Special Computer Methods/Metode Komputer Tertentu > 006.3 Artificial Intelligence/Kecerdasan Buatan > 006.31 Machine Learning/Pembelajaran Mesin
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 025 Operations, Archives, Information Centers/Operasional Perpustakaan, Arsip dan Pusat Informasi, Pelayanan dan Pengelolaan Perpustakaan > 025.3 Bibliographic Analysis and Control/Bibliografi Analisis dan Kontrol Perpustakaan > 025.34 Cataloging, Classification, Indexing of Special Materials/Pengatalogan, Klasifikasi, Pengindeksan Bahan Tertentu > 025.344 Machine-Readable Materials/Bahan yang Dapat Dibaca Mesin
300 Social Science/Ilmu-ilmu Sosial > 320 Political dan Government Science/Ilmu Politik dan Ilmu Pemerintahan > 322 Relation of The State of Organized Groups/Hubungan Negara dengan Kelompok Sosial yang Terorganisir > 322.3 Business and Industry/Bisnis dan Industri
600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan
600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 621 Applied Physics/Fisika terapan
600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 621 Applied Physics/Fisika terapan > 621.8 Machine Engineering, Machinery/Teknik Mesin
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Dede Muksin Lubis
Date Deposited: 10 Jan 2020 07:40
Last Modified: 10 Jan 2020 07:40
URI: http://repository.mercubuana.ac.id/id/eprint/53451

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