ANALISA KEPUASAN PELANGGAN PT. PJB UP MUARA KARANG DENGAN METODE CSI (Customer Satisfaction Index) dan HOQ (House of Quality)

PRIYATNA, ALIF GIGAH (2019) ANALISA KEPUASAN PELANGGAN PT. PJB UP MUARA KARANG DENGAN METODE CSI (Customer Satisfaction Index) dan HOQ (House of Quality). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The writing of this final project aims to determine the level of satisfaction perceived by consumers on the services provided by PT PJB UP Muara Karang. The method used in this study is a questionnaire, observation, and literature study. While for the data analysis technique used is descriptive analysis and analysis of interests and performance. The author spreads the questionnaire with questions that use tangible, reliability, responsiveness, assurance, and empathy dimensions. Service can basically be said as an action and treatment or how to serve other people to fulfill what is their needs and desires. The level of customer satisfaction for a service can be measured by comparing the expectations of consumers to the quality of services they want with the reality they receive or feel. This study is to see the gap between services expected by services perceived by consumers, namely PT. PLN. The most suitable factors between what is expected with what is felt by consumers of PT. PLN. Keywords: Customer Satisfaction Index, Importance Performance Analysis, House Of Quality, Analisis Service Quality Penulisan tugas akhir ini bertujuan untuk mengetahui tingkat kepuasan yang dirasakan konsumen terhadap pelayanan yang diberikan oleh PT PJB UP Muara Karang. Metode yang digunakan dalam penelitian ini adalah kuesioner, observasi, dan studi pustaka. Sedangkan untuk teknik analisis data yang digunakan adalah analisis deskriptif dan analisis kepentingan dan kinerja. Penulis menyebar kuesioner dengan pertanyaan yang menggunakan dimensi bukti fisik (tangible), keandalan (reliability), ketanggapan (responsiveness), jaminan (assurance), dan perhatian (empathy). Pelayanan pada dasarnya dapat dikatakan sebagai suatu tindakan dan perlakuan atau cara melayani orang lain untuk memenuhi apa yang menjadi kebutuhan dan keinginannya. Tingkat kepuasan konsumen atas suatu pelayanan dapat diukur dengan membandingkan antara harapan konsumen terhadap kualitaspelayanan yang diinginkannya dengan kenyataan yang diterimanya atau dirasakannya. Studi ini untuk melihat kesenjangan antara jasa yang diharapakan dengan jasa yang dirasakan oleh pihak konsumen yaitu PT. PLN. Faktor-faktor paling sesuai antara apa yang diharapkan dengan apa yang dirasakan konsumen PT. PLN. Kata kunci : Customer Satisfacation Index, Importance Performance Analysis, House Of Quality, Analisis Service Quality

Item Type: Thesis (S1)
Call Number CD: FT/IND. 19 019
Call Number: ST/16/19/082
NIM/NIDN Creators: 41617110070
Uncontrolled Keywords: Customer Satisfacation Index, Importance Performance Analysis, House Of Quality, Analisis Service Quality
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 001 Knowledge/Ilmu Pengetahuan > 001.4 Research; Statistical Methods/Riset; Metode Statistik
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 001 Knowledge/Ilmu Pengetahuan > 001.4 Research; Statistical Methods/Riset; Metode Statistik > 001.42 Reseach Methods/Metode Riset
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 001 Knowledge/Ilmu Pengetahuan > 001.4 Research; Statistical Methods/Riset; Metode Statistik > 001.42 Reseach Methods/Metode Riset > 001.422 Statistical Methods/Metode Statistik
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Dede Muksin Lubis
Date Deposited: 10 Jan 2022 14:42
Last Modified: 16 Feb 2023 04:19
URI: http://repository.mercubuana.ac.id/id/eprint/53959

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