RANCANGAN PERBAIKAN KINERJA PENJUALAN MELALUI ANALISIS KUALITAS PELAYANAN PADA PERUSAHAAN JASA INFORMASI DAN TEKNOLOGI

MAHARANI, BELIA PERWITASARI (2020) RANCANGAN PERBAIKAN KINERJA PENJUALAN MELALUI ANALISIS KUALITAS PELAYANAN PADA PERUSAHAAN JASA INFORMASI DAN TEKNOLOGI. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This research was conducted to analyze the effect of service quality on repurchase intention that represents sales performance through customer satisfaction as an important intermediate variable. The sampling process uses stratified sampling techniques and then data is analyzed using path analysis and importance performance analysis (IPA) which are used to compare the expectations and perceptions of service received by customers. Indirectly, service quality through customer satisfaction has a positive and significant impact on repurchase intention. Service quality improvement based on the IPA method is to improve responsiveness to customer complaints and requests through several guidelines (technical solutions, customer questions and service information). Keywords: service quality, customer satisfaction, repurchase intention Penelitian ini dilakukan untuk menganalisis pengaruh kualitas pelayanan terhadarepurchase intention yang mewakili kinerja penjualan melalui kepuasan pelanggan sebagai variable perantara yang dianggap penting. Proses pengambilan sampel menggunakan teknik stratified sampling dan kemudian data dianalisis menggunakan path analysis dan importance performance analysis (IPA) yang digunakan untuk membandingkan harapan dan persepsi pelayanan yang diterima pelanggan. Secara tidak langsung kualitas pelayanan melalui kepuasan pelanggan mempunyai pengaruh positif dan signifikan terhadap repurchase intention. Perbaikan kualitas pelayanan berdasarkan metode IPA adalah meningkatkan daya tanggap terhadap keluhan dan permintaan pelanggan melalui beberapa panduan (solusi teknis, pertanyaan pelanggan dan informasi layanan). Kata Kunci: kualitas layanan, kepuasan pelanggan, pembelian ulang

Item Type:	Thesis (S2)
Call Number CD:	CD/553. 20 039
Call Number:	TI/53/21/012
NIM/NIDN Creators:	55317120019
Uncontrolled Keywords:	kualitas layanan, kepuasan pelanggan, pembelian ulang
Subjects:	600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 651 Office Services/Layanan Kantor 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.01-658.09 [Management of Enterprises of Specific Sizes, Scopes, Forms; Data Processing]/[Pengelolaan Usaha dengan Ukuran, Lingkup, Bentuk Tertentu; Pengolahan Data] > 658.04 Management of Enterprises of Specific Forms/Pengelolaan Usaha dengan Bentuk Tertentu > 658.045 Corporations/Perusahaan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions:	Pascasarjana > Magister Teknik Industri
Depositing User:	Putra Arsy Anugrah
Date Deposited:	24 Dec 2021 03:13
Last Modified:	19 Apr 2022 01:22
URI:	http://repository.mercubuana.ac.id/id/eprint/50365

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