LIMBONG, VICTOR POLTAK (2021) ANALISISKUALITAS PELAYANAN CALL CENTER PROJECT KARTU PRAKERJAPADA PT MITRACOMMEKASARANATERHADAP KEPUASAN PESERTA DENGANMENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA). S1 thesis, Universitas Mercu Buana Jakarta.
|
Text (HAL COVER)
1.COVER.pdf Download (52kB) | Preview |
|
|
Text (ABSTRAK)
4.ABSTRAK-DAFTAR LAMPIRAN.pdf Download (360kB) | Preview |
|
|
Text (LEMBAR PENGESAHAN)
3.LEMBAR PENGESAHAN.pdf Download (181kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
5.BAB 1.pdf Restricted to Registered users only Download (356kB) |
|
|
Text (BAB II)
6.BAB 2.pdf Restricted to Registered users only Download (721kB) |
|
|
Text (BAB III)
7.BAB 3.pdf Restricted to Registered users only Download (592kB) |
|
|
Text (BAB IV)
8.BAB 4.pdf Restricted to Registered users only Download (533kB) |
|
|
Text (BAB V)
9.BAB 5.pdf Restricted to Registered users only Download (372kB) |
|
|
Text (BAB VI)
10.BAB 6.pdf Restricted to Registered users only Download (212kB) |
|
|
Text (DAFTAR PUSTAKA)
11.DAFTAR PUSTAKA.pdf Restricted to Registered users only Download (229kB) |
|
|
Text (LAMPIRAN)
12.LAMPIRAN.pdf Restricted to Registered users only Download (243kB) |
Abstract
In general, a telecommunication outsourcing company provides a facility for customers to communicate directly or indirectly with customer service in the company. The service development strategy provided by Mitracomm Ekasarana is by telephone or Call center against pre-employment projects formed to make it easier for the general public to be complacency against constraints as for research objectives, how the level of quality of call center services of pre-employment projects, and how participants satisfaction with the paying call center complaints of pre-employment cards. This study uses the Service Quality analysis method from the questionnaire results given to the pre-employment card project participants to determine the GAP value between the participants' perception and expectations of service attributes and perceived satisfaction levels and Importance and Performance Analysis analysis methods to determine the category of an attribute. It can determine the priorities that must be improved to improve participant satisfaction. The result of the study is that the quality of services provided by the call center of the pre-employment project has not met participants' expectations because the quality value (Q) calculated ≤ 1. Of the five dimensions, an enormous Service Quality value in the tangible dimension is 0.766, and the smallest is the reliability dimension quality value of 0.769. The average quality of service in every dimension is 0.8. Moreover, the conclusion produced is on the cartesian diagram IPA attributes that become the main priority for improvement that is the overall attributes contained in quadrant A, namely the ease of access to call center services, can be accessed anywhere, can be contacted 12 hours, provide apologies and knowledge and professionalism of call center officers. Keywords: call center; GAP; Service Quality; Importance and Performance Analysis Pada umumnya sebuah perusahaan outsourcing telekomunikasi menyediakan suatu fasilitas bagi pelanggan untuk melakukan komunikasi secara langsung maupun tidak langsung dengan Customer service pada perusahaan tersebut. Strategi pengembangan pelayanan yang disediakan oleh PT Mitracomm Ekasarana yaitu melalui telepon atau Call center terhadap project prakerja dibentuk untuk mempermudah masyarakat umum seperti komplant terhadap kendala dan tujuan penelitian ini yaitu bagaimana tingkat kualitas pelayanan Call center dan bagaimana kepuasan peserta terhadap payanan Call center pengaduan kartu prakerja Penelitian ini menggunakan metode analisis Service Quality dari hasil kuesioner yang disebar kepada peserta project kartu prakerja untuk mengetahui nilai GAP antara persepsi dan harapan peserta terhadap atribut jasa dan tingkat kepuasan yang dirasakan dan metode analisis Importance and Performance Analysis untuk menentukan kategori dari suatu atribut dan dapat menentukan prioritas yang harus dilakukan perbaikan untuk meningkatkan kepuasan peserta. Hasil dari penelitian yaitu kualitas pelayanan yang diberikan call center project prakerja belum memenuhi harapan peserta karena nilai kualitas (Q) yang dihitung ≤ 1. Dari ke lima dimensi tersebut nilai kualitas pelayanan terbesar pada dimensi Tangible nilai kualitas sebesar 0,766 dan nilai tterkecil yaitu dimensi Reliability nilai kualitas sebesar 0,769. Dengan rata-rata kualitas pelayanan pada tiap dimensinya adalah sebesar 0,8. Dan kesimpulan yang dihasilkan adalah pada diagram kartesius IPA atribut-atribut yang menjadi prioritas utama untuk perbaikan yaitu keseluruhan atribut yang terdapat dalam kuadran A, yaitu kemudahan akses layanan call center, dapat diakses dimana saja, dapat dihubungi 12 jam (08.00- 20.00 wib), memberikan permohonan maaf dan pengetahuan knowledge dan profesionalisme petugas call center. Keywords: call center; GAP; Service Quality; Importance and Performance Analysis
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 41619110041 |
| Uncontrolled Keywords: | call center; GAP; Service Quality; Importance and Performance Analysis |
| Subjects: | 300 Social Science/Ilmu-ilmu Sosial > 320 Political dan Government Science/Ilmu Politik dan Ilmu Pemerintahan > 322 Relation of The State of Organized Groups/Hubungan Negara dengan Kelompok Sosial yang Terorganisir > 322.3 Business and Industry/Bisnis dan Industri 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri > 338.4 Secondary Industries and Services/Industri dan Jasa Sekunder |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Dede Muksin Lubis |
| Date Deposited: | 19 Sep 2023 07:06 |
| Last Modified: | 19 Sep 2023 07:06 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/81119 |
Actions (login required)
 |
View Item |
