Septiana, Gita (2018) ANALISA KEPUASAN PELANGGAN TERHADAP PELAYANAN ADMINISTRASI LABORATORIUM PENGUJIAN PANGAN DENGAN METODE SERVQUAL. S1 thesis, Universitas Mercu Buana Bekasi.
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Abstract
ABSTRAK Laboratorium Pengujian Pangan merupakan instansi yang menyediakan jasa pengujian sampel Asal peternakan. Dimana pengukuran kepuasan pelanggan di instansi ini belum terdeteksi menurut nilai kepentingan pelanggan. Penelitian ini bertujuan untuk mengetahu tingkat kepuasan pelanggan menurut pandangan pelanggan dan mencari hal apa yang perlu dievaluasi untuk peningkatan kualitas. Penelitian ini menggunakkan 5 dimensi pada metode Service Quality, yaitu Reliabilitas, Daya Tanggap, Jaminan, Empati dan juga Bukti Fisik. Pengukuran kepuasan pelanggan dilakukan dengan penyebaran kuesioner pada 64 responden. Hasil yang telah dianalisa menggunakan metode Servqual dan Diagram Importance Performance Analysis (IPA) yang diolah dengan menggunakan Software Microsoft Excel dan SPSS didapatkan bahwa 19% Pelanggan telah merasa Sangat Puas dengan pelayanan yang diberikan sedangkan 81% lainnya merasa Puas. Prioritas perbaikan kualitas juga perlu dilakukan untuk 2 variabel pada dimensi jaminan dengan prioritas utama perbaikan pada variabel ke-9. Kata Kunci: Kepuasan Pelanggan, Service Quality, Importance Performance Analysis, Pelayanan. ABSTRACT Food Testing Laboratory is the agency that provides services of testing samples of the Original farm. Where the measurement of customer satisfaction in this instance has not been detected according to the value of the interests of the customer. This study aims to learn the level of customer satisfaction according to the views of customers and find what things need to be evaluated for quality improvement. The research on the methods of dimension 5 use their Service Quality, i.e. reliability, Responsiveness, Assurance, empathy and also physical evidence. Customer satisfaction measurement is done with the dissemination of a questionnaire on 64 respondents. The results have been analyzed using Servqual method and Diagram of Importance Performance Analysis (IPA) that is processed using Microsoft Excel and SPSS Software obtained that 19% of customers have been feeling very satisfied with the services provided while 81% were satisfied. Quality improvement priority also needs to be done for 2 dimensional variable guarantee with priority improvements to the variable to the-9. Keyword: Customer Satisfaction, Service Quality, Importance, Performance Analysis Services.
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND 18 013 |
| NIM/NIDN Creators: | 41614320031 |
| Uncontrolled Keywords: | Kata Kunci: Kepuasan Pelanggan, Service Quality, Importance Performance Analysis, Pelayanan. |
| Subjects: | 700 Arts/Seni, Seni Rupa, Kesenian > 750 Painting and Paintings/Seni Lukis dan Lukisan > 758 Other Subjects/Subjel Lainnya > 758.6 Industrial and Technical Subjects/Subjek Industri dan Teknik |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 15 Jul 2022 01:09 |
| Last Modified: | 15 Jul 2022 01:09 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/65239 |
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