ANALISIS KINERJA KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. BERLIAN LAJU TANKER TBK. DI JAKARTA -INDONESIA

SITORUS, JASIMAN (2010) ANALISIS KINERJA KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. BERLIAN LAJU TANKER TBK. DI JAKARTA -INDONESIA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

In the midst of fierce competition, especially future competition, company services is very important. .Service quality is a major factor affecting customer satisfaction for business continuity of the company. Improvement of quality of service can be done by measuring customer satisfaction. PT. Berlian Laju Tanker is one of liquid cargo services provider, which also has another business in the field of FPSO (Floating Production Storage and Offloading). This study aims to examine the extent to which quality of service performance of the PT. Berlian Laju Tanker, Tbk viewed from the aspects of Reliability, Responsiveness, Assurance, Empathy and Tangible may affect customer satisfaction. Objects of research is PT. Berlian Laju Tanker, Tbk, which is located on Jl. Abdul Muis No.40, Jakarta Pusat. In this study, there are two variables which are independent variables (Quality Services) and the dependent variable (Customer Satisfaction). First of all the Authors conduct preliminary survey and sampling. From the analysis there is significant influence between the performance of service quality with customer satisfaction level of PT. Berlian Laju Tanker Tbk. quality of services needs to be improved to enhance customer satisfaction in accordance with the expectations of customers. Customers still want an enhanced quality services. To retain current customers, firms need to maintain service quality and customer satisfaction. From the results of data measuring the level of service quality levels of service quality found that quite satisfied. But expectations of service quality is higher than the current quality of service. This means that customers expect service quality is higher. And the level of satisfaction with the results found inadequate in the response variable, focused, and time. The relationship between service quality with customer satisfaction significantly better with the variable reliability, responsiveness, assurance, empathy, physical evidence, timing, responsiveness and focus. Processing data using SPSS 16.0.Di tengah persaingan yang sangat ketat,terutama untuk meghadapi persaingan pada masa yang akan datang, pelayanan perusahaan sangatlah penting. Di mana kualitas pelayanan merupakan faktor utama yang mempengaruhi kepuasan pelanggan bagi kelangsungan bisnis perusahaan itu sendiri. Peningkatan kualitas pelayanan salah satunya yang dapat dilakukan dengan melakukan pengukuran kepuasan pelanggan. PT. Berlian Laju Tanker merupakan salah satu perusahaan bisnis jasa pengangkutan muatan cair, juga memiliki bisnis lain di bidang FPSO (Floating Production, Storage and Offloading). Penelitian ini bertujuan untuk meneliti sejauh mana kualitas kinerja pelayanan dari PT. Berlian Laju Tanker, Tbk dilihat dari aspek Keandalan, Daya Tanggap, Jaminan, Empati dan Berwujud dapat mempengaruhi kepuasan konsumen. Objek penelitian dilakukan pada PT. Berlian Laju Tanker, Tbk yang bertempat di Jl. Abdul Muis No.40 Jakarta Pusat. Di dalam penelitian ini terdapat dua variabel yaitu variabel bebas (Kualitas Pelayan) dan variabel terikat (Kepuasan Pelanggan). Penulis terlebih dahulu melakukan studi survei pendahuluan dan penarikan sampel. Dari hasil analisa yang dilakukan ada pengaruh yang signifikan antara kinerja kualitas pelayanan dengan tingkat kepuasan pelanggan PT. Berlian Laju Tanker Tbk. Di mana kualitas pelayanan jasa perlu sesuai dengan harapan dari pelanggan. Pelanggan masih menginginkan pelayanan kualitas jasa saat ini untuk ditingkatkan. Untuk mempertahankan pelanggan sekarang, perusahaan perlu menjaga kualitas jasa dan kepuasan pelanggannya. Dari hasil pengukuran data kualitas pelayanan tingkat kualitas pelayanan ditemukan tingkat yang cukup puas. Tetapi harapan dari kualitas pelayanan lebih tinggi dari kualitas pelayanan yang sekarang. Artinya kualitas pelayanan yang diharapkan pelanggan lebih tinggi. Dan tingkat kepuasan ditemukan hasil yang tidak memadai pada variabel respon, fokus, dan waktu. Hubungan antara kualitas pelayanan dengan kepuasan pelanggan signifikan baik dengan variabel reliabilitas, daya tanggap, jaminan, empati, bukti fisik, waktu, respon dan fokus. Pengolahan data menggunakan program SPSS 16.0.

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