Analisis Faktor Yang Mempengaruhi Kualitas Layanan Pada Seksi Fire System Maintenance Engineeting PT. X

Kutanggas, Januarius Nelzon (2024) Analisis Faktor Yang Mempengaruhi Kualitas Layanan Pada Seksi Fire System Maintenance Engineeting PT. X. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kualitas layanan merupakan salah satu taktik yang dapat membantu kesuksesan perusahaan, layanan optimal adalah hasil dari beberapa faktor yang terintegrasi. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kompetensi, fasilitas dan insentif terhadap kualitas layanan pada seksi fire system maintenance engineering PT. X. Penelitian ini dilakukan dengan menggunakan metode penelitian kuantitatif survei untuk mengajukan pertanyaan kepada responden terkait variabel yang digunakan dalam penelitian yang dilakukan pada seksi fire system maintenance engineering PT. X. Teknik pengambilan sampel yaitu nonprobability sampling dengan teknik sampling jenuh dengan total jumlah sampel dalam penelitian ini sebanyak 44 responden yang merupakan seluruh jumlah karyawan yang dipilih. Pengumpulan data diperoleh dari hasil penyebaran kuesioner pada responden dengan menggunakan skala likert. Teknik analisis data yang digunakan dalam penelitian ini menggunakan regresi linear berganda dan Important Performance Analysis (IPA). Hasil penelitian menyebutkan bahwa kompetensi, fasilitas dan insentif berpengaruh terhadap kualitas layanan baik secara parsial maupun simultan.
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Service quality is one tactic that can help a company succeed, optimal service is the result of several integrated factors. The aim of this research is to analyze the influence of competence, facilities and incentives on the service quality in the fire system maintenance engineering section of PT. X. This research was conducted using a quantitative survey research method to ask respondents questions regarding the variables used in research conducted at the Fire System Maintenance Engineering (FSME) department of PT. X The sampling technique is non-probability sampling with a saturated sampling technique with a total number of samples in this study of 44 respondents which is the entire number of employees selected. Data collection was obtained from the results of distributing questionnaires to respondents using a Likert scale. The data analysis technique used in this research uses multiple linear regression and Important Performance Analysis (IPA). The study's findings demonstrate that incentives, resources, and competency all partly and concurrently affect service quality.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kompetensi, Fasilitas, Insentif, Kualitas Layanan, Competence, Facilities, Incentives, Service Quality
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.5956 Quality of service. Reliability Including network performance
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Januarius Nelzon Kutanggas
Date Deposited:	02 Feb 2024 03:53
Last Modified:	02 Feb 2024 03:53
URI:	http://repository.its.ac.id/id/eprint/105910

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