ANALISIS PENINGKATAN KUALITAS PELAYANAN PEMELIHARAAN JARINGAN KOMUNIKASI DENGAN MENGGUNAKAN METODE SERVICE QUALITY, IMPORTANCE-PERFOMANCE ANALYSIS DAN QUALITY FUNCTION DEPLOYMENT PADA PT. TANGARA MITRAKOM

DERONIS, DERONIS (2020) ANALISIS PENINGKATAN KUALITAS PELAYANAN PEMELIHARAAN JARINGAN KOMUNIKASI DENGAN MENGGUNAKAN METODE SERVICE QUALITY, IMPORTANCE-PERFOMANCE ANALYSIS DAN QUALITY FUNCTION DEPLOYMENT PADA PT. TANGARA MITRAKOM. S1 thesis, Universitas Mercu Buana.

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Abstract

The objective of this study is to analyze the quality of service at PT Tangara Mitrakom based on Customers point of view and to know the priority attributes that need to improve by using integrated method of Servqual through Importance�Performance Analysis and provide corrective suggestion for increasing Service Quality by using Quality Function Deployment methode. This study used 89 respondents who is the Customer of PT Tangara Mitrakom, by using five dimensions of Service Quality, reliability, responsiveness, assurance, emphaty, and tangible. Six attributes that are priority improvements in quadrant 1 in the Importance-Perfomance Analysis (IPA) Method and three main improvement proposals namely 24-hour interruption service via telephone and social media (WhatsApp, Telegram, Email), Sharing Knowladge Once a month, and Update and Upgrade Tools once a month. Keywords: Quality, Customer, Servqual, Importance-Performance Analysis, Quality Function Deployment. Penelitian ini bertujuan untuk mengetahui kualitas layanan di PT Tangara Mitrakom berdasarkan sudut pandang Customer dan mengetahui atribut-atribut pelayanan yang menjadi prioritas untuk diperbaiki dengan menggunakan integrasi metode Servqual melalui Importance-Performance Analysis dan memberikan usulan untuk perbaikan kualitas layanan dengan metode Quality Function Deployment. Penelitian ini menggunakan 89 responden yang merupakan Customer di PT Tangara Mitrakom dengan menggunakan lima dimensi Service Quality yaitu, reliability, responsiveness, assurance, emphaty, dan tangible. Hasil analisis data dari penelitian ini menunjukkan gap untuk 20 atribut bernilai minus, Enam atribut yang menjadi prioritas perbaikan kuadran 1 pada metode Importance-Perfomance Analysis (IPA) dan tiga usulan perbaikan utama yaitu Layanan gangguan 24 jam melalui telepon dan sosial media (WhatsApp, Telegram, Email); Sharing Knowladge 1 bulan sekali, dan Update dan Upgrade Tools selama 1 bulan sekali. Kata Kunci: Kualitas, Customer, Servqual, Importance-Performance Analysis, Quality Function Deployment.

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 20 365
NIM/NIDN Creators: 43116120083
Uncontrolled Keywords: Kualitas, Customer, Servqual, Importance-Performance Analysis, Quality Function Deployment.
Subjects: 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 154 Subconscious and Altered States and Process/Psikologi Bawah Sadar > 154.6 Sleep Phenomena/Fenomena Tidur > 154.63 Dreams/Mimpi > 154.634 Analysis/Analisis
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi > 302.23 Media (Means of Communication)/Media (Sarana Komunikasi)
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
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: 30 May 2022 08:28
Last Modified: 30 Jun 2022 01:39
URI: http://repository.mercubuana.ac.id/id/eprint/62234

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