Hidayat, Widhi Yuliarta (2019) Analisis Kepuasan Pelanggan dan Peningkatan Kualiatasan Pelayanan Pengelolaan Gedung PT. Graha Sarana Duta Area V Jatim Bali Nusra. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Pencapaian target pendapatan PT. Graha Sarana Duta Area V Jatim Bali Nusra didapat dari hasil prestasi kinerja pelayanan terhadap pelanggan. Hasil kinerja dilaporkan melalui Berita Acara Prestasi Pengelolaan (BAPP) bulanan yang dinilai oleh masing-masing pelanggan. Kinerja perusahaan saat ini masih belum memenuhi kepuasan pelanggan, disamping itu perhitungan laporan prestasi kinerja bulanan tidak sesuai dengan banyaknya keluhan dari pelanggan. Untuk meningkatkan kepuasan pelanggan akan pelayanan perusahaan, dilakukan analisa dengan mengunakan metode Service Quality (SERVQUAL) yang memfokuskan pada pelanggan. Analisa GAP dapat digunakan untuk mengukur kepuasan pelanggan berdasarkan penilaian dan harapannya. Penerapan Importance Performance Analysis (IPA) digunakan untuk mengetahui prioritas pekerjaan yang penting dilakukan dalam peningkatan kualitas pelayanan. Berdasarkan hasil analisis data kuisioner dari 129 responden pada 4 kelompok pelanggan, penelitian ini menyimpulkan bahwa 20 variabel terhadap 5 dimensi SERVQUAL mempengaruhi kinerja pelayanan pengelolaan gedung. Pada diagram IPA terdapat 5 variabel di kuadran A yang perlu diperhatikan karena harapan pelanggan tinggi namun kualitas pelayanan yang diberikan masih kurang. Pada penelitian ini terdapat usulan untuk praktisi dan akademisi mengenai pelayanan pengelolaan gedung dalam memenuhi tingkat kepuasan pelanggan dan meningkatkan kualitas pelayanan.
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Achievement of PT. Graha Sarana Duta Area V Jatim Bali Nusra is obtained from the results of service performed to its customers. Performance results are reported by mean of the monthly report which are assessed by each customer. The company's performance currently still does not satisfy customer, besides that the target of monthly performance reports is not in accordance with the number of complaints from customers. In order to improve customer satisfaction on the company services, an analysis is needed using the Service Quality (SERVQUAL) method that focus on customers. GAP analysis can be used to measure the customer satisfaction for the services that have been received, by comparing the level of perceptions and expectations. The Importance Performance Analysis (IPA) is used to determine the priority of work that is important to do in improving the service quality. Based on the results of questionnaire data analysis of 129 respondents in 4 customer groups, this study concluded that 20 variables on 5 SERVQUAL dimensions affect the performance of building maintenance services. The IPA diagram shows that 5 variables in quadrant A that need attention, high expectations variables that are not being performed at the desired levels. In this study there are suggestions for practitioners and academics regarding fulfillment of customer satisfaction and service quality improvement.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.834 3 Hid a-1 |
| Uncontrolled Keywords: | Kualitas layanan, SERVQUAL, kepuasan pelanggan |
| Subjects: | H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction T Technology > TH Building construction > TH3351 Maintenance and repair |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis |
| Depositing User: | Widhi Yuliarta Hidayat |
| Date Deposited: | 01 Apr 2022 05:53 |
| Last Modified: | 07 Apr 2022 05:00 |
| URI: | http://repository.its.ac.id/id/eprint/62286 |
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