PRATAMA, RIZKY ARYA (2022) PENENTUAN PRIORITAS PROGRAM PELATIHAN PADA PT CAHAYA BUMI NASIONAL DENGAN MENGGUNAKAN METODE SERVQUAL DAN AHP. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
PT Cahaya Bumi Nasional (CBN) West Jakarta area, is an outsourcing company that focuses more on sales and procurement of experts. PT Cahaya Bumi Nasional as an intermediary is the recruitment and training of direct sales candidates. Prior to this offline socialization and training, there were many complaints, such as this direct sales candidate who did not know how to do sales/promotion techniques and did not know product knowledge. One of the methods used to measure service quality is the Service Quality (SERVQUAL) method. A method of measuring service quality that compares the expectations/expectations expected by a customer with the performance (perceived) of a service. Then continued with the decision support system method, namely the Analytical Hierarchy Process (AHP) method. AHP in this study is used to determine the priority order of service attributes that need to be improved. The purpose of this study is to measure the quality of direct sales training services with the service quality method and determine the order of priority for attribute improvement in training at PT Cahaya Bumi Nasional using the Analytical Hierarchy Process (AHP) method. The results of the weighted servqual calculation have negative values, therefore the priority is to improve the criteria that have negative results with the furthest difference first. The criteria that must be improved in service quality are the Reliability dimension criteria "training criteria provided on time" with a weighted servqual value of -0.09398, Responsiveness "PIC criteria are responsive to candidate questions" with a weighted servqual value of -0, 05016, Assurance "criteria candidate feels comfortable in interacting" with a weighted servqual value of -0.04157, Empathy (Empathy) "criteria for PIC friendliness to candidate" with a weighted servqual value of -0.01257, Physical evidence (Tangiable) " the criteria for equipment that supports the service are functioning well” with a weighted servqual value of - 0.00898. Keywords: Service Quality, Servqual, AHP PT Cahaya Bumi Nasional (CBN) daerah jakarta barat, adalah sebuah perusahaan penyedia tenaga alih daya Outsourcing yang lebih fokus pada bidang penjualan dan pengadaan tenaga ahli. PT Cahaya Bumi Nasional sebagai perantara ialah perekrutan dan pelatihan calon direct sales. Sebelum sosialisasi dan pelatiahan offline ini banyak keluhan seperti calon direct sales ini tidak tahu bagaimana teknik dalam melakukan penjualan/promosi dan tidak mengetahui produk knowledge. Salah satu metode yang digunakan dalam mengukur kualitas pelaayanan adalah dengan metode Servis Quality (SERVQUAL). Metode pengukuran kualitas layanan jasa yang membandingkan antara harapan/ekspektasi (expectation) yang diharapkan oleh seorang pelanggan dengan performansi (perceived) dari suatu layanan jasa. Lalu dilanjut denganmetode sistem pendukung keputusan yaitu metode Analitycal Hierarchy Process (AHP). AHP dalam penelitian ini digunakan untuk menentukan urutan prioritas atribut pelayanan yang perlu diperbaiki. Tujuan penelitian ini yaitu mengukur kualitas layanan pelatihan direct sales dengan metode service quality serta menentukan urutan prioritas perbaikan atribut pada pelatihan di PT Cahaya Bumi Nasional dengan metode Analitycal Hierarchy Proces (AHP). Hasil perhitungan servqual terbobot terdapat nilai-nilai negatif maka dari itu yang diutamakan memperbaiki kriteria yang memiliki hasil negatif dengan selisih paling jauh terlebih dahulu. Kriteria yang harus ditingkatkan kualitas pelayanannya yaitu kriteria dimensi Keandalan (Reliability) “kriteria pelatihan yang diberikan tepat waktu” dengan nilai servqual terbobotnya -0,09398, Daya tanggap (Responsiveness) “kriteria PIC responsive terhadap pertannyaan candidate” dengan nilai servqual terbobotnya -0,05016, Jaminan (Assurance) “kriteria candidate merasa nyaman dalam melakukan interaksi” dengan nilai servqual terbobotnya - 0,04157, Empati (Emphaty) “kriteria keramahan PIC terhadap candidate” dengan nilai servqual terbobotnya -0,01257, Bukti fisik (Tangiable) “kriteria peralatan yang mendukung layanan berfungsi dengan baik” dengan nilai servqual terbobotnya -0,00898. Kata Kunci : Kualitas Layanan, Servqual, AHP
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