RAHARDJO, GATOT (2014) PENINGKATAN KUALITAS JASA PELAYANAN OUTSOURCING DENGAN METODE SERVQUAL UNTUK MEMENUHI HARAPAN PELANGGAN PT DESBASEGA PUTRATAMA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
This research was conducted in PT DP which is outsourced labor suppliers in PT PLN (Persero) Udiklat Bogor cleaning service services, administration and driver. This study aims to determine customer satisfaction PT DP on the quality of service rendered and the improvements that can be done to alleviate the grievances raised by using Service Quality (SERVQUAL). Results obtained from this research that the service provided by PT DP still does not meet customer expectations and should be carried out remedial measures to provide quality service to the customer satisfaction in terms of human resources, facilities and infrastructure and the training of employees Keywords: SERVQUAL, Customer Satisfaction, Quality Improvement Penelitian ini dilakukan di PT DP yang merupakan penyalur tenaga kerja outsourcing di PT PLN (Persero) Udiklat Bogor di bidang pelayanan kebersihan, administrasi dan pengemudi. Penelitian ini bertujuan untuk mengetahui kepuasan pelanggan PT DP terhadap kualitas pelayanan yang telah diberikan serta perbaikan yang dapat dilakukan untuk mengurangi keluhan yang muncul dengan menggunakan metode Service Quality (SERVQUAL). Hasil yang didapatkan dari penelitian ini yaitu pelayanan yang telah diberikan oleh PT DP masih belum sesuai harapan pelanggan sehingga harus dilakukan langkah-langkah perbaikan kualitas layanan untuk memberikan kepuasan terhadap pelanggan pada hal sumber daya manusia, sarana dan prasarana serta proses pelatihan terhadap karyawan Kata kunci: SERVQUAL, Kepuasan Pelanggan, Perbaikan Kualitas
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-14-056 |
| Call Number: | TM/51/15/242 |
| NIM/NIDN Creators: | 55110120129 |
| Uncontrolled Keywords: | SERVQUAL, Kepuasan Pelanggan, Perbaikan Kualitas, MPO, Manajemen oprasional |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 20 Mar 2015 15:25 |
| Last Modified: | 29 Jun 2022 03:39 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/14027 |
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