ASY'ARI, ASHIM (2019) ANALISA KEPUASAN KONSUMEN TERHADAP PENGGUNAAN VENDING MACHINE DI PT KAI COMMUTER INDONESIA MENGGUNAKAN METODE SERVQUAL, IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN HOQ. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Customer satisfaction is important for service companies, because customer satisfaction illustrates the company's ability to meet customer expectations. PT Kereta Commuter Indonesia as one of the public transportation service companies. The research objective is to determine the priority factors of vending machine service quality and recommend improvements to meet customer satisfaction of PT Kereta Commuter Indonesia. The servqual method for the gap between perception and expectations, and IPA can recommend improvements in the priority quadrant for an analysis of improvements with HOQ. The results obtained note that there are 4 attributes of customer priorities for service quality, namely: Number of vending machines available, procedures for using available vending machines, officers are patient when providing services, officers listen to every complaint, criticism & suggestions from consumers. And the need to improve the quality of service to improve customer satisfaction PT Kereta Commuter Indonesia, especially in terms of providing training and seminars on public speaking and the addition of vending machines for each station. Keywords: Customer Satisfaction, Vending Machines, SERVQUAL, IPA and HOQ Kepuasan pelanggan merupakan hal yang penting bagi perusahaan jasa, karena kepuasan pelanggan menggambarkan kemampuan perusahaan dalam memenuhi harapan pelanggan. PT Kereta Commuter Indonesia sebagai salah satu perusahaan jasa angkutan umum. Tujuan penelitian adalah untuk menentukan faktor prioritas kualitas pelayanan vending machine dan merekomendasikan perbaikan untuk memenuhi kepuasan pelanggan PT Kereta Commuter Indonesia. Metode servqual untuk adanya gap antara persepsi dengan harapan, dan IPA dapat merekomendasikan perbaikan di dalam kuadran prioritas untuk dilakuan analisa perbaikan dengan HOQ. Hasil yang didapat diketahui bahwa faktor yang menjadi prioritas pelanggan terhadap kualitas pelayanan ada 4 atribut yaitu:Jumlah mesin vending yang sudah tersedia, Tata cara penggunaan mesin vending yang tersedia, Petugas sabar saat memberikan pelayanan, Petugas mendengarkan setiap keluhan, kritik & saran dari konsumen. Dan diperlukannya perbaikan terhadap kualitas pelayanan untuk meningkatkan kepuasan pelanggan PT Kereta Commuter Indonesia khususnya dalam hal pemberian pelatihan dan seminar tentang public speaking dan penambahan mesin vending setiap stasiun. Kata Kunci : Kepuasan Pelanggan, Vending Machine, SERVQUAL, IPA dan HOQ.
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND. 19 230 |
| NIM/NIDN Creators: | 41615110029 |
| Uncontrolled Keywords: | Kepuasan Pelanggan, Vending Machine, SERVQUAL, IPA dan HOQ |
| Subjects: | 500 Natural Science and Mathematics/Ilmu-ilmu Alam dan Matematika > 540 Chemistry/Kimia > 543 Analytical Chemistry/Kimia Analitikal, Kimia Analisis 600 Technology/Teknologi > 690 Buildings/Teknik Bangunan > 690.1-690.9 Standard Subdivisions of Planning, Anaysis, Engineering Design/Subdivisi Standar Dari Perencanaan, Analisa dan Teknik Bangunan 600 Technology/Teknologi > 690 Buildings/Teknik Bangunan > 694 Wood Construction, Carpentry/Pertukangan Kayu, Tukang Kayu |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | ELMO ALHAFIIDH PUTRATAMA |
| Date Deposited: | 09 Mar 2023 04:53 |
| Last Modified: | 09 Mar 2023 04:53 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/74886 |
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