ANALISIS KUALITAS PELAYANAN JASA INSTALASI TERHADAP KEPUASAN PELANGGAN DI PT.FURNITURE

RAHMAN, ANDIKA (2020) ANALISIS KUALITAS PELAYANAN JASA INSTALASI TERHADAP KEPUASAN PELANGGAN DI PT.FURNITURE. S1-Sarjana thesis, Universitas Mercu Buana Jatisampurna.

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Abstract

Abstrak Kondisi persaingan yang semakin ketat membuat perusahaan harus dapat memikirkan cara agar tidak kalah bersaing, tidak sedikit complaint dari customer yaitu sebesar 14,6% dari jumlah penjualan membuat perlu dilakukannya pengukuran tingkat pelayanan di PT.Furniture. PT.Furniture merupakan perusahaan yang bergerak di bidang ritel furniture. Penelitian ini bertujuan untuk mengukur kualitas pelayanan dan memberikan usulan perbaikan kualitas pelayanan PT.Furniture dengan menggunakan metode Service Quality (Servqual), Servqual adalah ukuran tingkat kualitas pelayanan yang sesuai dengan harapan pelanggan. Penelitian ini memiliki populasi sebanyak 1.520 yang selanjutnya diambil sampel sebanyak 317 dengan menggunakan teknik non probability sampling dengan metode covenience. Berdasarkan hasil penelitian, didapatkan rata – rata Servqual Score Gap Kinerja dengan Harapan Pelanggan sebesar -0.003 yang artinya konsumen tidak puas terhadap kualitas pelayanan PT.Furniture. Hal ini disebabkan oleh manajemen yang tidak memahami ekspektasi customer dan spesifikasi kualitas jasa. Dari 12 atribut yang dianalisis terdapat 2 atribut yang harus dipertahankan kualitas pelayanannya yaitu B1 (Pelayanan dengan cepat dan tepat), C1 (Pengetahuan/Kompetensi). Dan 10 atribut yang harus ditingkatkan dan diperbaiki kualitas pelayanannya yaitu A1 (Ketepatan waktu proses), A2 (Sikap yang simpatik dan bekerjasama), A3 (Akurasi pelayanan yang tinggi), B2 (Kejelasan informasi), C2 (Kesopan santunan), D1 (Memiliki pengertian dan pengetahuan tentang pelanggan), D2 (Memahami kebutuhan pelanggan secara spesifik), D3 (Memiliki waktu pengoperasian yang nyaman bagi pelanggan), E1 (Perlengkapan dan peralatan yang digunakan (teknologi)), E2 (Penampilan pegawai). Kata Kunci : Jasa, Kualitas Pelayanan, FGD (Focus Group Discussion) Abstract The increasingly fierce competition conditions make companies have to be able to think of ways to not compete, not a little complaint from the customer, amounting to 14.6% of the total sales, making it necessary to measure service levels at PT. Furniture. PT. Furniture is a company engaged in retail furniture. This study aims to measure the quality of service and provide suggestions for improving service quality of PT. Furniture using the Service Quality (Servqual) method, Servqual is a measure of the level of service quality that meets customer expectations. This study has a population of 1,520 which are then taken as many as 317 samples using non probability sampling techniques with the covenience method. Based on the results of the study, it was found that the average Servqual Score Gap of Customer Expectations and Performance -0.003 means that consumers are not satisfied with the quality of PT. Furniture services. This is caused by management who do not understand customer expectations and service quality specifications. Of the 12 attributes analyzed there are 2 attributes that must be maintained by service quality, namely B1 (Service quickly and precisely), C1 (Knowledge / Competence). And the 10 attributes that must be improved and improved are the quality of services namely A1 (Timeliness of process), A2 (Sympathetic attitude and collaboration), A3 (High service accuracy), B2 (Clarity of information), C2 (Courtesy compensation), D1 (Having understanding and knowledge of customers), D2 (Understanding customer requirements specifically), D3 (Having a comfortable operating time for customers), E1 (Equipment and equipment used (technology)), E2 (Employee appearance) . Keyword : Services, Service Quality. FGD (Focus Group Discussion)

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