KARISMAYUDA, WAHYU YUSTIKA (2019) ANALISIS KEPUASAN PELANGGAN TERHADAP KINERJA PELAYANAN RIA JAYA TEKNOLOGI DENGAN MENGGUNAKAN METODE SERVICE QUALITY, IPA DAN HOUSE OF QUALITY. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
PT Ria Jaya Teknologi is a Distributor for sewing products, both Juki, Singer and Worlden brands. The company emphasizes that improving services and guaranteeing customer satisfaction is a commitment and will be the strength of the company. There are as many as 41 complaints over 12 months or 2018 with the most complaints in November 7 times and the lowest in September 1 time, June and July 2 times each. The purpose of this study is to measure customer perceptions of service quality, identify service quality standards of the company and provide recommendations for improvement of company service. The method used Service Quality, Importance Performance Analysis and Quality Function Deployment Level 1. Results show Based on the analysis of the distribution table and the percentage of customer satisfaction obtained that 0.00% of customers were very dissatisfied, 0.00% of customers were dissatisfied, 6.51% of customers were quite satisfied, 37.62% customers are satisfied and 55.87% Customers are very satisfied with the services of PT Ria Jaya Teknologi. Recommendations for improvements to be made by PT Ria Jaya Teknologi (a) Implement the SOP for Receiving Orders (PO) properly and conducting monitoring by the manager (b). Conduct regular Customer Service Training for employees. (c). Provide detailed and transparent information. (d). Take notes, send, and do billing as requested and promised. (e). Conduct an inventory of vehicles for Company operations. (f). Evaluate prices regularly and provide discounts. (g). Perform regular checks and maintenance Keywords: Customer Satisfaction, Service Quality, Servqual, QFD, HOQ PT Ria Jaya Teknologi merupakan Distributor untuk produk jahit, baik merek Juki, Singer dan Worlden. Perusahaan menekankan peningkatan pelayanan dan jaminan kepuasan konsumen merupakan komitmen dan akan menjadi kelebihan perusahaan tersebut. Ada sebanyak ada sekitar 41 komplain selama 12 bulan atau selama tahun 2018 dengan komplain terbanyak pada bulan Nopember sebanyak 7 kali dan terendah pada bulan September sebanyak 1 kali, Juni dan Juli masing-masing sebanyak 2 kali. Tujuan dari penelitian ini yaitu Mengukur persepsi pelanggan terhadap Kualitas Pelayanan, Mengidentifikasi Dimensi mutu layanan dari perusahaan dan Memberikan rekomendasi perbaikan terhadap pelayanan perusahaan. Metode yang digunakan Service Quality, Importance Performance Analysis dan Quality Function Deployment Level 1. Hasil menunjukan Berdasarkan analisisi tabel distribusi dan persentase kepuasan pelanggan diperoleh bahwa 0.00% pelanggan merasa sangat tidak puas, 0.00% pelanggan merasa tidak puas, 6.51% pelanggan merasa cukup puas, 37.62% pelanggan merasa puas dan 55.87 % Pelanggan merasa sangat puas terhadap pelayanan PT Ria Jaya Teknologi. Rekomendasi perbaikan yang harus dilakukan oleh PT Ria Jaya Teknologi (a) Menerapkan SOP Penerimaan Pemesanan (PO) secara baik dan dilakukan monitoring oleh manajer (b). Melakukan Pelatihan Customer Service secara berkala bagi karyawan. (c). Memberikan informasi secara rinci dan transparan. (d). Melakukan pencatatan, mengirim, dan Melakukan penagihan sesuai yang iminta dan dijanjikan. (e). Melakukan inventarisasi kendaraan untuk operasional Perusahaan. (f). Melakukan evaluasi harga secara berkala dan memberikan diskon. (g). Melakukan Pengecekan dan perawatan secara berkala Kata Kunci : Kepuasan Pelanggan, Kualitas Pelayanan, Servqual, QFD, HOQ
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