BASUKI, BASUKI (2020) EVALUASI KUALITAS PELAYANAN DALAM UPAYA MENINGKATKAN KEPUASAN PELANGGAN DENGAN PENDEKATAN SERVQUAL, IPA DAN METODE QFD (Studi Kasus : PT. XYZ). S1 thesis, Universitas Mercu Buana Jakarta.
|
Text (HAL COVER)
1. HALAMAN JUDUL.pdf Download (31kB) | Preview |
|
|
Text (ABSTRAK)
4. ABSTRAK.pdf Download (103kB) | Preview |
|
|
Text (LEMBAR PERNYATAAN)
2. SURAT PERNYATAAN.pdf Download (141kB) | Preview |
|
|
Text (LEMBAR PENGESAHAN)
3. LEMBAR PENGESAHAN.pdf Download (153kB) | Preview |
|
|
Text (KATA PENGANTAR)
5. KATA PENGANTAR.pdf Download (151kB) | Preview |
|
|
Text (DAFTAR ISI)
6. DAFTAR ISI.pdf Download (124kB) | Preview |
|
|
Text (DAFTAR TABEL)
7. DAFTAR TABEL.pdf Download (103kB) | Preview |
|
|
Text (DAFTAR GAMBAR)
8. DAFTAR GAMBAR.pdf Download (142kB) | Preview |
|
|
Text (DAFTAR LAMPIRAN)
9. DAFTAR LAMPIRAN.pdf Download (100kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
10. BAB I.pdf Restricted to Registered users only Download (234kB) |
|
|
Text (BAB II)
11. BAB II.pdf Restricted to Registered users only Download (381kB) |
|
|
Text (BAB III)
12. BAB III.pdf Restricted to Registered users only Download (417kB) |
|
|
Text (BAB IV)
13. BAB IV.pdf Restricted to Registered users only Download (806kB) |
|
|
Text (BAB V)
14. BAB V.pdf Restricted to Registered users only Download (112kB) |
|
|
Text (DAFTAR PUSTAKA)
15. DAFTAR PUSTAKA.pdf Restricted to Registered users only Download (169kB) |
|
|
Text (LAMPIRAN)
16. LAMPIRAN.pdf Restricted to Registered users only Download (531kB) |
Abstract
Penelitian ini bertujuan untuk menganalisis tingkat kinerja PT. XYZ yang berlokasi di Tangerang dari kepuasan pelanggan terhadap kualitas pelayanan. Metode yang digunakan adalah metode integrasi servqual, IPA, dan QFD, penyedia layanan dapat menentukan tingkat kepuasan pelanggan dan secara langsung dapat melakukan perbaikan layanan dengan tingkat kepuasan yang rendah. Dari kuesioner menunjukkan bahwa atribut kualitas layanan dalam kuesioner memiliki nilai gap negatif pada dimensi Reliability sebesar (-0.51) & dimensi Assurance sebesar (-0.11). Dalam metode IPA menunjukkan 5 atribut dengan tingkat kepentingan tinggi dan nilai fakta rendah. Peningkatan kualitas yang harus dilakukan seperti meningkatkan penngawasan pengiriman, penanganan keluhan, melakukan penelitian pasar (menentukan harga kompetitif), menentukan strategi diskon (diskon khusus). Kata kunci : Kepuasan Pelanggan, Service Quality (ServQual), Importance perfomance Analysis (IPA), Quality Function Deployment (QFD) This research aimed to analyze the performance of a PT. XYZ located in Tangerang from the customer satisfaction on service quality. The method applied was the integration method servqual, IPA, and QFD, the service provider is able to determine the level of customer satisfaction and straightly can make improvements of service with low levels of satisfaction. From the questionnaires showed that the attributes of service quality in the questionnaire have a negative gap value on Reliability dimension (-0.51) & Assurance dimension (-0.11). In IPA method showed 5 attributes with high importance and low value the fact. The quality improvement to be done such as improving Monitoring shipments, Handling complaints, conducting market reseach (determining competitive prices), determining discount strategies (special discounts). Keyword : Customer Satisfaction, Service Quality (ServQual), Importance perfomance Analysis (IPA), Quality Function Deployment (QFD)
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FE/MJ. 20 202 |
| NIM/NIDN Creators: | 43115120305 |
| Additional Information: | Kepuasan Pelanggan, Service Quality (ServQual), Importance perfomance Analysis (IPA), 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 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Dede Muksin Lubis |
| Date Deposited: | 10 Jan 2022 02:01 |
| Last Modified: | 25 Mar 2022 03:23 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/53869 |
Actions (login required)
 |
View Item |
