ANALISIS KEPUASAN PELANGGAN TERHADAP PROSES SERTIFIKASI SPPT SNI DI BALAI SERTIFIKASI INDUSTRI KEMENTERIAN PERINDUSTRIAN DENGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (CSI)

PRIANA, MOHAMAD (2020) ANALISIS KEPUASAN PELANGGAN TERHADAP PROSES SERTIFIKASI SPPT SNI DI BALAI SERTIFIKASI INDUSTRI KEMENTERIAN PERINDUSTRIAN DENGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (CSI). S1-Sarjana thesis, Universitas Mercu Buana Jatisampurna.

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2. Abstrak.pdf

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4. Lembar Pengesahan.pdf

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5. Kata Pengantar.pdf

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6. Daftar Isi.pdf

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7. Daftar Lampiran.pdf

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8. Daftar Tabel.pdf

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9. Daftar Gambar.pdf

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Abstract

ABSTRAK Saat ini setiap perusahaan menghadapi lingkungan bisnis yang sangat kompetitif. Salah satu upaya menciptakan keunggulan kompetitif yang dapat dilakukan oleh perusahaan adalah dengan mengembangkan pelayanan pelanggan yang baik. LSPro Balai Sertifikasi Industri adalah lembaga yang memiliki kompetensi, bertugas untuk pembuatan proses sertifikasi Standar Nasional Indonesia (SNI) bagi perusahaan yang bergerak di bidang industri. banyaknya perusahaan – perusahaan yang memilih mengurus sertifikasi SPPT SNI ke LSPro lain membuat jumlah klien LSPro Balai Sertifikasi Industri semakin berkurang. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan konsumen pada bisnis jasa Pembuatan Sertifikasi SNI di Balai Sertifikasi Industri Kementerian Perindustrian. Penelitian ini menggunakan metode Customer Satisfaction Index (CSI) dan Fishbone. Setelah dilakukan tinjauan pustaka dan lapangan, data dalam penelitian ini dikumpulkan melalui penyebaran kuesioner kepada 50 perusahaan yang pernah menggunakan jasa pembuatan Sertifikasi SNI di Balai Sertifikasi Industri Kementerian Perindustrian sebagai sampel penelitian. Teknik pengambilan sampel yang digunakan adalah kuesioner. Kata Kunci : Kuantitatif, Kualitatif, Customer Satisfaction Index (CSI), Fishbone, Pelanggan yang Hilang. ABSTRACT Nowadays every company faces a very competitive business environment. One effort to create a competitive advantage that can be done by companies is to develop good customer service. LSPro Industry Certification Center is an institution that has competence, tasked with making the certification process. Indonesian National Standard (SNI) for companies engaged in industry. the number of companies that choose to take care of SPPT SNI certification to other LS Pro makes the number of LSPro Industrial Certification Office clients decreases. This study aims to analyze the effect of service quality on consumer satisfaction in the business of making SNI Certification Services at the Industry Certification Center of the Ministry of Industry. This study uses the Customer Satisfaction Index (CSI) and Fishbone methods. After a literature and field review, the data in this study were collected through the distribution of questionnaires to 50 companies that have used SNI Certification manufacturing services at the Ministry of Industry's Industrial Certification Center as a research sample. The sampling technique used was a questionnaire. Key Word : Kuantitatif, Kualitatif, Customer Satisfaction Index (CSI), Fishbone, Lost Customer.

Item Type: Thesis (S1-Sarjana)
Call Number CD: FT/IND 19 014
NIM: 41615310070
Uncontrolled Keywords: Kuantitatif, Kualitatif, Customer Satisfaction Index (CSI), Fishbone, Pelanggan yang Hilang.
Subjects: 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik
600 Technology/Teknologi > 680 Manufacture For Specific Uses/Industri Pembuatan produk untuk penggunaan tertentu
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Nasruddin Mansyur S.Hum
Date Deposited: 05 Oct 2020 04:38
Last Modified: 05 Oct 2020 04:38
URI: http://repository.mercubuana.ac.id/id/eprint/57472

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