ANALISIS PERBAIKAN PELAYANAN TERHADAP KEBUTUHAN PELANGGAN PADA PT JOHNSONCONTROLS INDONESIA TAHUN 2017-2021 REGIONAL JAKARTA (Studi Kasus PT. Johnson Controls Indonesia)

ISKANDAR, DUDI (2022) ANALISIS PERBAIKAN PELAYANAN TERHADAP KEBUTUHAN PELANGGAN PADA PT JOHNSONCONTROLS INDONESIA TAHUN 2017-2021 REGIONAL JAKARTA (Studi Kasus PT. Johnson Controls Indonesia). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research analyzes the improvement of customer service to customer needs at PT Johnson Controls Indonesia. The object of this research is the customer who performs a service contract to Johnson Controls. Customer satisfaction is a specific evaluation of the overall service provided by the service provider, so that customer satisfaction can only be assessed based on experience that has been experienced during the service delivery process. Customer satisfaction, especially in the service sector, is a must for the company to remain successful. The data collection method used a survey method, with the research instrument being a questionnaire. The approach used in this study is service quality to determine Tangibles, Reliability, Responsiveness, Assurance, Empathy for customer satisfaction. The results of the research are to be able to know the attributes that include customer needs, the attributes that must be improved in quality and the attributes that must be maintained in quality. Keywords: Customer Satisfaction, Tangibles, Reliability, Responsiveness, Assurance, Empathy Penelitain ini Menganalaisa Perbaikan Pelayanan Pelanggan Terhadap kebutuhan Pelanggan Pada PT Johnson Controls Indonesia. yang menjadi objek dalam peleitian ini adalah customer yang melakukan kontrak service kepada Johnson Controls. Kepuasan pelanggan merupakan evaluasi spesifik terhadap keseluruhan pelayanan yang diberikan pemberi jasa, sehingga kepuasan pelanggan hanya dapat dinilai berdasarkan pengalaman yang pernah dialami saat proses pemberian pelayanan. Kepuasan pelanggan terutama dibidang jasa menjadi keharusan agar perusahaan tetap sukses. Metode pengumpulan data menggunakan metode survei, dengan istrumen pemelitian adalah kuesuoner. Pendekatan yang digunakan dalam penelitian ini adalah service quality untuk mengetahui Bukti Fisik (Tangibles), Keandalan (Reliability), Daya Tanggap (Responsiveness), Jaminan (Assurance), Empati (Emphaty ) terhadap kepuasan pelanggan. Hasil Penelitian adalah untuk mampu mengetahui atribut- atribut yang termasuk kebutuhan pelanggan, atribut yang harus di perbaiki kuliatasnya dan atribut yang harus di pertahankan kulitasnya. Kata Kunci: Kepuasan Pelanggan, Bukti fisik, Keandalan, Daya Tangkap, Jaminan, empati

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 22 400
Call Number: SE/31/23/057
NIM/NIDN Creators: 43117120153
Uncontrolled Keywords: Kepuasan Pelanggan, Bukti fisik, Keandalan, Daya Tangkap, Jaminan, empati
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
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
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: ADELINA HASNA SETIAWATI
Date Deposited: 25 Jan 2023 06:38
Last Modified: 25 Jan 2023 06:38
URI: http://repository.mercubuana.ac.id/id/eprint/73707

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