ANGGRAINI, SITI IRLIANA (2021) PENGARUH KUALITAS PELAYANAN PRIMA CUSTOMER SERVICE TERHADAP CITRA PT. PLAYFIELD KID'S ACADEMY JAKARTA (Survei pada member Playfield Kid's Academy Jakarta). S1 thesis, Universitas Mercu Buana Jakarta.
|
Text (HAL COVER)
01 cover.pdf Download (331kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
02 bab I.pdf Restricted to Registered users only Download (290kB) |
|
|
Text (BAB II)
03 bab II.pdf Restricted to Registered users only Download (425kB) |
|
|
Text (BAB III)
04 bab III.pdf Restricted to Registered users only Download (340kB) |
|
|
Text (BAB IV)
05 bab IV.pdf Restricted to Registered users only Download (330kB) |
|
|
Text (BAB V)
06 bab V.pdf Restricted to Registered users only Download (185kB) |
|
|
Text (DAFTAR PUSTAKA)
07 daftar pustaka.pdf Restricted to Registered users only Download (150kB) |
|
|
Text (LAMPIRAN)
08 lampiran.pdf Restricted to Registered users only Download (483kB) |
Abstract
Customer Service cannot be separated from the communication process. By communicating, people can understand themselves and others, also can understand what they need and what other people need. Through communication, all aspects of human life provoke scientific research to determine the amount of time humans spend communicating. This is important because this will affect the company's image in the eyes of customers. The uniqueness of this research is how Customer Service gives an impression to members of PT. Playfield Kids Academy Jakarta, where PT. Playfield Kid's Academy has communication problems between the Coach and Customer Service in providing information to members. Often differences in communication between the Coach and Customer Service make many members complain about the difference in information they get. So that PT. Playfield Kid's Academy Jakarta often gets complaints from members. The purpose of this research is to test empirically the great influence of excellent customer service quality on the image PT. Playfield Kids Academy Jakarta. The research method used by the researcher is a survey which is a research method as an act of testing the truth of facts. In this study, researchers used Microsoft Excel and SPSS applications to process data. The results of this study indicate that out of 87 respondents there is an influence between variables of quality service excellence customer service on member image by 58.8% while the remaining 41.2% is influenced by other variables that the researchers did not involve in this study. This means that this research shows that service quality positively affects the company's image as a process of shaping the perception of members or an environment on the aspects that are owned by a person or individual, especially customer service. Keywords: Communication, service quality, company image. Pelayanan Customer Service tidak terlepas dari proses komunikasi. Dengan berkomunikasi orang dapat mengerti dirinya sendiri dan mengerti orang lain, juga dapat memahami apa yang dibutuhkannya dan apa yang dibutuhkan orang lain. Melalui komunikasi pula, segala aspek kehidupan manusia memancing timbulnya penelitian secara ilmiah untuk mengetahui jumlah waktu yang digunakan manusia untuk berkomunikasi. Hal ini penting dilakukan sebab hal ini akan mempengaruhi citra perusahaan di mata pelanggan. Keunikan dari penelitian ini adalah bagaimana cara Customer Service memberi kesan kepada member PT. Playfield Kids Academy Jakarta, dimana PT. Playfield Kid’s Academy mempunyai masalah komunikasi antara Coach dan Customer Service dalam memberikan suatu informasi kepada para member. Sering nya perbedaan komunikasi yang diberikan, antara Coach dan Customer Service membuat banyak member mengeluh akan perbedaan informasi yang di dapatkan. Sehingga PT. Playfield Kid’s Academy Jakarta sering sekali mendaptkan keluhan dari member. Tujuan dari penelitian ini untuk menguji secara empiris pengaruh besar Kualitas Pelayanan prima Customer Service Terhadap Citra PT. Playfield Kids Academy Jakarta. Motode penelitian yang dilakukan oleh peneliti adalah Survey yang merupakan motode penelitian yang sebagai tindakan menguji kebenaran fakta. Dalam penelitian ini peneliti menggunakan Microsoft Excel dan aplikasi SPSS untuk mengolah data. Hasil penelitian ini menunjukkan bahwadari 87 responden adanya pengaruh antara variabel kuliatas layanan prima customer service terhadap citra member sebesar 58,8% sedangkan sisanya 41,2% dipengaruhi oleh variabel-variabel lain yang tidak peneliti libatkan dalam penelitian ini. Artinya penelitian ini menunjukkan bahwa kualitas pelayanan secara signifikan positif mempengaruhi citra perusahaan sebagai suatu proses membentuk persepsi member atau suatu lingkungan terhadap aspek-aspek yang dimiliki oleh seseorang atau individu khususnya customer service. Kata Kunci : Komunikasi, kualitas pelayanan, citra perusahaan.
Actions (login required)
 |
View Item |
