MAULANA, MUHAMMAD FARHAN (2023) ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN SERVIS DAN KALIBRASI PT. HARTECH INDONESIA DENGAN METODE SERVICE QUALITY DAN QFD. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Customer satisfaction is one of the things that has an important role in business.From data collected in 2019 to 2021, there was a decline in sales of calibration and services for laboratory equipment from PT Hartech Indonesia.. So,further analysis is needed regarding calibration and services for laboratory equipment in the form of distributing questionnaires on the level of customer satisfaction towards PT Hartech Indonesia’s services to find out what attributes can affect customer satisfaction. Evaluation is done by making questions based on the selected attributes which willthen be used as a questionnaire which will be distributed to several consumers. The questionnaire also conducted validity and reliability tests and identified the level ofsatisfaction by comparing the standard customer satisfaction index and the results. Keywords: customersatisfaction, caibration services, customersatisfaction index,services quality, quition Kepuasan konsumen merupakan salah satu hal yang memiliki peranan penting dalam bisnis. Dari data pada tahun 2019 hingga 2021 terjadi penurunan penjualan jasa kalibrasi dan servis terhadap alat laboratorium dari PT Hartech Indonesia. Oleh karena itu, diperlukan analisa lebih lanjut mengenai kepuasan konsumen terhadap pelayanan jasa servis dan kalibrasi alat laboratorium, dalam bentuk penyebaran kuesioner berupa tingkat kepuasan konsumen terhadap pelayanan PT Hartech Indonesia untuk mengetahui atribut apa saja yang dapat mempengaruhi kepuasan konsumen. Evaluasi dilakukan dengan membuat pertanyaan berdasarkan atribut yang dipilih untuk selanjutnya dijadikan kuesioner yang akan disebar ke beberapa konsumen. Dilakukan juga uji validitas dan reliabilitas terhadap kuesioner tersebut dan diidentifikasi tingkat kepuasan dengan membandingkan indeks kepuasan pelanggan standar dan hasil. Kata kunci : kepuasan konsumen, jasa kalibrasi, indeks kepuasan pelanggan, kualitas servis, kuesioner
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND. 23 114 |
| NIM/NIDN Creators: | 41617110052 |
| Uncontrolled Keywords: | kepuasan konsumen, jasa kalibrasi, indeks kepuasan pelanggan, kualitas servis, kuesioner |
| Subjects: | 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 628 Sanitary Engineering and Environmental Protection Engineering/Rekayasa Sanitasi dan Teknik Perlindungan Lingkungan, Teknik Lingkungan > 628.5 Pollution Control and Industrial Sanitation Engineering/Pengawasan Polusi dan Teknik Sanitasi Industri 700 Arts/Seni, Seni Rupa, Kesenian > 750 Painting and Paintings/Seni Lukis dan Lukisan > 758 Other Subjects/Subjel Lainnya > 758.6 Industrial and Technical Subjects/Subjek Industri dan Teknik |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | CALVIN PRASETYO |
| Date Deposited: | 20 Oct 2023 02:12 |
| Last Modified: | 20 Oct 2023 02:12 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/82875 |
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