Analisis Tingkat Kepuasan Pengguna Jasa Terhadap Pelayanan PT. MULYANA BE ES

Wiryawan, Muhammad Mulyana (2024) Analisis Tingkat Kepuasan Pengguna Jasa Terhadap Pelayanan PT. MULYANA BE ES. Diploma thesis, Institut Teknologi Sepuluh Nopember.

Text 10611910000057-Undergraduate_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 April 2026. Download (1MB) | Request a copy

Abstract

Instalasi gas medis adalah salah satu kebutuhan yang paling penting di rumah sakit, karena gas medis salah satu yang paling dibutuhkan ketika pasien dalam keadaan darurat, kebutuhan udara dalam skala besar setiap saat di perlukan. Pengerjaan gas medis juga tidak boleh sekedar dikerjakan karena menyangkut nyawa banyak orang. Tetapi harus dikerjakan oleh tenaga kerja yang profesional, karena dituntut aman dan memiliki kualitas mutu sesuai standar. Sistem gas medis merupakan Instalasi untuk memenuhi kebutuhan dari gas untuk medis, instalasi gas medis telah dikembangkan untuk mengeliminasi kesulitan-kesulitan penggunaan gas medik secara konvensional, dalam sistem ini silinder gas tekanan tinggi, compresor dan vacum di sentralisasi di suatu tempat, kemudian gas–gas dan udara tersebut dialirkan keruangan melalui pipa. Oleh karena itu pengembangan perusahaan perlu dilakukan, salah satu caranya melalui peningkatan kualitas pelayanan pengguna jasa yang diukur dengan menggunakan metode Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA). Tujuan dilakukan penelitian ini yaitu mengetahui kepuasan pengguna jasa terhadap pelayanan yang diberikan serta faktor-faktor yang perlu diperbaiki untuk meningkatkan kepuasan pengguna jasa terhadap jasa instalasi gas medis di PT MULYANA BE ES. Hasil analisis CSI menunjukkan bahwa pengguna jasa PT MULYANA BE ES jika dilihat dari seluruh atribut merasa sangat puas terhadap pelayanan yang diberikan. Faktor-faktor yang perlu ditingkatkan untuk meningkatkan kepuasan pengguna jasa instalasi gas medis PT MULYANA BE ES berdasarkan Importance performance analysis (IPA) yaitu kenyamanan ruang tunggu, kebersihan kantor, dan kecepatan waktu pelayanan, serta kesopanan dan keramahan karayawan dalam memberikan pelayanan kepada pengguna jasa.
=================================================================================================================================
Medical gas installation is one of the most important requirements in hospitals, because medical gas is one of the things most needed when a patient is in an emergency, requiring air on a large scale at any time it is needed. Working on medical gas should not just be done because it involves the lives of many people. But it must be done by professional workers, because it is required to be safe and have quality according to standards. The medical gas system is an installation to meet the need for medical gas, the medical gas installation has been developed to eliminate the difficulties of using conventional medical gas, in this system the high pressure gas cylinder, compressor and vacuum are centralized in one place, then the gases and The air is channeled into the room through pipes. Therefore, company development needs to be carried out, one way is by improving the quality of service for service users which is measured using the Customer Satisfaction Index and Importance Performance Analysis methods. The aim of this research is to determine service user satisfaction with the services provided as well as factors that need to be improved to increase service user satisfaction with medical gas installation services at PT MULYANA BE ES. The results of the CSI analysis show that PT MULYANA BE ES service users, when viewed from all attributes, are very satisfied with the services provided. Factors that need to be improved to increase user satisfaction of PT MULYANA BE ES medical gas installation services based on Importance Performance Analysis (IPA), namely the comfort of the waiting room, office cleanliness, and speed of service time, as well as the politeness and friendliness of employees in providing services to service users.

Item Type:	Thesis (Diploma)
Uncontrolled Keywords:	Customer Satisfaction Index, Importance Performance Analysis, Kepuasan Pelayanan Pelanggan
Subjects:	H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Vocational > 49501-Business Statistics
Depositing User:	M. Mulyana Wiryawan
Date Deposited:	04 Mar 2024 08:30
Last Modified:	04 Mar 2024 08:30
URI:	http://repository.its.ac.id/id/eprint/107762

Actions (login required)

View Item