MANDELA, GIRI (2015) EVALUASI TINGKAT KEPUASAN PELANGGAN ATAS LAYANAN PERUSAHAAN DISTRIBUTOR MESIN SPEKTROMETER DENGAN PENDEKATAN SERVICE QUALITY. S2 thesis, Universitas Mercu Buana Jakarta - Menteng.
|
Text (Cover)
Hal Cover.pdf Download (508kB) | Preview |
|
|
Text (Abstrak)
ABSTRAK.pdf Download (455kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (Bab 1)
BAB I.pdf Restricted to Registered users only Download (470kB) |
|
|
Text (Bab 2)
BAB II.pdf Restricted to Registered users only Download (1MB) |
|
|
Text (Bab 3)
BAB III.pdf Restricted to Registered users only Download (2MB) |
|
|
Text (Bab 4)
BAB IV.pdf Restricted to Registered users only Download (493kB) |
|
|
Text (Bab 5)
BAB V.pdf Restricted to Registered users only Download (483kB) |
|
|
Text (Bab 6)
BAB VI.pdf Restricted to Registered users only Download (456kB) |
|
|
Text (Daftar Pustaka)
Daftar Pustaka.pdf Restricted to Registered users only Download (759kB) |
Abstract
The number of spectrometer machine distributor companies in Indonesia is getting more and lead to tighter competition among competitors. This spectrometer machine distributor company is one of the companies engaged in the field of maintenance and repair services of machinery spectrometer where the company should be able to improve the quality of its services to be able to compete with competitors. Besides these companies often get complaints from customers regarding the quality of service provided by this company. This study aims to measure the quality of services provided by the company's distributor spectrometer machines to customers and subsequently make a proposal for improvement or evaluation of service quality based on the measurement results using the approach of Service Quality (ServQual). data collect by survey or questionnaires which distributed to 30 respondents where respondents are customers of this company in the Greater Jakarta area. The data is processed to obtain a gap between customer expectations and perceptions. From these data can be seen in terms of what needs to be evaluated so that the company can improve customer satisfaction and reduce the rate of customer complaints. Based on the research results, tangible dimension has an average score gap is greatest among others that is equal to -0.17. this was due to lack of attention this company to availability of spare parts in the warehouse, causing many complaints from customers. Keywords : Service Quality, Customer Satisfaction, Gap, Spectrometer, Customer Complaints. Jumlah perusahaan distributor mesin spectrometer di Indonesia semakin banyak dan mengakibatkan persaingan diantara kompetitor semakin ketat. Perusahaan distributor mesin spektrometer ini merupakan salah satu perusahaan yang bergerak di bidang jasa maintenance dan perbaikan mesin spektrometer dimana perusahaan ini harus bisa meningkatkan kualitas layanannya untuk bisa bersaing dengan kompetitor. Selain itu perusahaan ini sering mendapatkan keluhan dari pelanggannya mengenai kualitas layanan yang diberikan oleh perusahaan ini. Penelitian ini bertujuan untuk mengukur kualitas layanan yang diberikan oleh perusahaan distributor mesin spektrometer ini terhadap pelanggan dan selanjutnya memberikan usulan perbaikan atau evaluasi kualitas jasa berdasarkan hasil pengukuran dengan menggunakan metode pendekatan Service Quality (ServQual). pengambilan data dilakukan dengan cara survey atau pembuatan kuisioner yang disebarkan kepada 30 responden dimana respondennya adalah pelanggan perusahaan ini di wilayah JABODETABEK. Data tersebut diolah sehingga didapatkan gap antara harapan dan persepsi pelanggan. Dari data tersebut dapat dilihat hal apa saja yang perlu untuk di evaluasi sehingga perusahaan dapat meningkatkan kepuasan pelanggan dan mengurangi tingkat keluhan pelanggan. Berdasarkan hasil penelitian, dimensi tangible memiliki rata-rata score gap yang paling besar diantara yang lainnya yaitu sebesar -0.17. hal ini disebabkan karena kurangnya perhatian perusahaan ini terhadap ketersediaan spare part di gudang sehingga menimbulkan banyak keluhan dari para pelanggannya. Kata Kunci : Service Quality, Customer Satisfaction, Gap, Spektrometer, Keluhan Pelanggan
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-553-15-013 |
| NIM/NIDN Creators: | 55312120023 |
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction, Gap, Spectrometer, Customer Complaints. MTI, MAGISTER TEKNIK INDUSTRI |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | RIA SYAFITRI |
| Date Deposited: | 16 Jun 2022 05:15 |
| Last Modified: | 17 Mar 2023 03:16 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/63423 |
Actions (login required)
 |
View Item |
