ANALISIS KEPUASAN PELANGGAN TERHADAP PROJECT MAINTENANCE BOILER MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DI PT INDOBOILER

SAPUTRA, BAMBANG ADITYA (2023) ANALISIS KEPUASAN PELANGGAN TERHADAP PROJECT MAINTENANCE BOILER MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DI PT INDOBOILER. S1 thesis, Universitas Mercu Buana Bekasi.

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Abstract

PT Indoboiler merupakan perusahaanyang bergerak di bidang jasa, jasa Pemeliharan berkala,Jasa Perbaikan dan pergantian,dan jasa Peningkatan Efisiensi Boiler. Pelayanan yang disediakan oleh PT. Indoboiler kepada konsumen adalah memberikan pelayanan yang cepat dan selalu memenuhi janji (keandalan), ketepatan dalam pelayanan dan kesigapan membantu pelanggan (daya tanggap), kemampuan karyawan dalam menyampaikan informasi dan pelayanan lainnya. PT indoboiler ingin meningkatkan kualitas pelayanan perusahaan, dikarenakan Mendapatkan nilai kepuasan yang berkurang dari tahun-tahun sebelumnya. Untuk itu perusahaan ingin melakukan pendekatan dengan konsumen untuk meningkatkan pelayanan dan jaminan kepuasan konsumen yang merupakan komitmen dari PT. Indoboiler dengan menerapkan metode SERVQUAL. metode SERVQUAL, yaitu suatu metode untuk mengukur kualitas pelayanan berdasarkan lima dimensi kualitas jasa. Kemudian GAP tersebut dianalisa menggunakan importance performance analysis (IPA) untuk melakukan pengurutan skala prioritas perbaikan kualitas jasa menggunakan diagram kartesius. Setelah dilakukan analisa dan pengolahan data didapatkan urutan prioritas perbaikan pelayanan yang perlu di prioritaskan. Bedasarkan analisis hasil tabel distribusi dan persentase kepuasan Konsumen diperoleh bahwa sebesar 0% Konsumen merasa Sangat Tidak Puas, 0% Konsumen merasa Tidak Puas, 0% merasa biasa saja, 41% Merasa Puas, dan 59% konsumen Merasa Sangat Puas dengan kinerja PT Indoboiler. Untuk diagram IPA dimensi kualitas Pada Atribut Keandalan, Jaminan dan bahwa pada atribut tersebut perluya di perbaiki dan di prioritaskan untuk di perbaiki.. Kata Kunci : Kepuasaan Pelanggan, Servqual, Indeks Important Analysis, SPSS,Dimensi Mutu PT Indoboiler is a company engaged in the service sector, periodic maintenance services, repair and replacement services, and boiler efficiency improvement services. Services provided by PT. Indoboiler to consumers is to provide fast service and always fulfill promises (reliability), accuracy in service and alertness to help customers (responsiveness), the ability of employees to convey information and other services. PT indoboiler wants to improve the company's service quality, because it gets a reduced satisfaction value from previous years. For this reason, the company wants to approach consumers to improve service and guarantee customer satisfaction, which is a commitment from PT. Indoboiler by applying the SERVQUAL method. SERVQUAL method, which is a method to measure service quality based on five dimensions of service quality. Then the GAP is analyzed using importance performance analysis (IPA) to sort the priority scale of service quality improvement using a Cartesian diagram. After analyzing and processing the data, it is obtained the order of priority for service improvement that needs to be prioritized. Based on the analysis of the results of the distribution table and the percentage of consumer satisfaction, it is found that 0% of consumers feel very dissatisfied, 0% consumers feel dissatisfied, 0% feel normal, 41% feel satisfied, and 59% consumers feel very satisfied with PT Indoboiler's performance. For the IPA diagram, the dimensions of quality are Reliability, Assurance and those attributes need to be repaired and prioritized for improvement. Keywords: Customer Satisfaction, Servqual, Important Analysis Index, SPSS, Quality Dimensions

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