RAHMAWATI, AJENG EKA PUTRI (2024) STRATEGI CUSTOMER SERVICE PT. APLIKANUSA LINTASARTA DALAM MENCAPAI SERVICE EXCELLENCE. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Service quality is the primary spearhead for companies in the field of sales or business. One thing that is applied to service is service excellence. Customer service to achieve service excellence in the current digital era requires innovation by utilizing technological advances to encourage the creation of effective, efficient, fast and responsive services, in order to remain able to compete with other ICT (Information and Communication Technology) companies. In this regard, this research aims to examine the excellence service strategy implemented by all Customer Service Staff of PT. Aplikanusa Lintasarta by discussing the theory of the concept of excellence service according to Barata (2003), based on 6 “A” elements, namely: Attitude, Attention, Action, Ability, Appearance. This research uses a case study method with a qualitative descriptive approach and data collection techniques through interviews, observation and literature study. To check the validity of the research data, source triangulation and method triangulation were used. The results of this research show that the Customer Service Strategy PT. Aplikanusa Lintasarta in Achieving Excellence Service based on the Ethics and Principles implemented by the company who are members of the PRIDE (Profesionalism, Reliabilty, Integrity, Determination, Excellen) These Ethics and Principles are considered to reflect corporate values to be used as guidelines in dealing and providing services to customers is believed to be able to bring PT. Aplikanusa Lintasarta in achieving Service Excellence and is also in accordance with the theory used by the author. Keywords : Customer Service, Industry ICT, Service Excellence Kualitas mutu service merupakan tombak primer pada perusahaan di bidang penjualan atau bisnis. Salah satu yang diterapkan dengan service adalah service excellence. Pelayanan pelanggan untuk mencapai service excellence di era digital saat ini membutuhkan inovasi dengan memanfaatkan kemajuan teknologi untuk mendorong terciptanya pelayanan yang efektif, efisien, cepat dan responsif, agar tetap mampu bersaing dengan perusahaan ICT (Information and Communication Technology) lainnya. Terkait dengan hal tersebut penelitian ini bertujuan untuk mengkaji strategi pelayanan prima yang diterapkan oleh seluruh Staf Customer Service PT. Aplikanusa Lintasarta dengan membahas teori konsep pelayanan prima menurut Barata (2003), berdasakan 6 unsur “A” yakni: Attitude, Attention, Action, Ability, Appearance. Penilitian ini menggunakan metode studi kasus dengan pendekatan deskriptif kualitatif dan teknik pengumpulan data melalui wawancara, observasi dan studi pustaka. Untuk memeriksa keabsahan data penelitian ini menggunakan triangulasi sumber dan triangulasi metode. Hasil penelitian ini menunjukkan bahwa strategi pelayanan prima yang diterapkan oleh Staf Customer Service PT. Aplikanusa Lintasarta telah dilakukan berdasarkan dengan Etika dan Prinsip yang diterapkan oleh perusahaan yang tergabung dalam akronim PRIDE (Profesionalism, Reliabilty, Integrity, Determination, Excellence). Etika dan Prinsip ini dianggap mencerminkan nilai-nilai korporasi untuk dijadikan sebuah pedoman PT. Aplikanusa Lintasarta dalam menghadapi serta memberikan pelayanan kepada customer yang diyakini dapat membawa PT. Aplikanusa Lintasarta dalam mencapai Service Excellence dan juga sudah sesuai dengan teori yang digunakan penulis. Kata Kunci : Customer Service, Industry ICT, Service Excellence
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FK/PR. 24 089 |
| NIM/NIDN Creators: | 44219120092 |
| Uncontrolled Keywords: | Customer Service, Industry ICT, Service Excellence |
| Subjects: | 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 025 Operations, Archives, Information Centers/Operasional Perpustakaan, Arsip dan Pusat Informasi, Pelayanan dan Pengelolaan Perpustakaan > 025.5 Service to Users/Layanan Kepada Pengguna Perpustakaan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | khalimah |
| Date Deposited: | 24 Apr 2024 07:53 |
| Last Modified: | 24 Apr 2024 07:53 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/88184 |
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