Adinata, Feri Setiawan (2021) Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan pada Perusahaan AIDC, Jaringan Nirkabel dan Solusi Pengawasan Keamanan. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Persaingan dalam bisnis Automatic Identification and Data Capture (AIDC), jaringan nirkabel dan solusi pengawasan keamanan semakin ketat baik di sisi layanan maupun produk. Terbukti dalam tender pelanggan, perusahaan seringkali bertemu dengan pesaing lainnya dan tentu saja hal ini membuat perusahaan pernah mengalami menang dan kalah baik itu pelanggan lama atau calon pelanggan baru yang berdampak pada menurunnya tingkat penjualan perusahaan. Terlebih beberapa pelanggan menyebutkan pelayanan pesaing lebih baik. Oleh karena itu, penelitian ini berfokus pada kualitas layanan dan kepuasan pelanggan dengan menggunakan metode Servqual dan Importance Performance Analysis (IPA). Servqual digunakan untuk mengetahui tingkat persepsi dan harapan pelanggan, dan IPA digunakan untuk memahami prioritas utama kebutuhan dan keinginan pelanggan sehingga dapat mengembangkan strategi perbaikan bagi manajemen. Data didapatkan dari penyebaran kuesioner ke pelanggan yang membahas dimensi-dimensi Servqual yang meliputi tangibility, reliability, responsiveness, empathy, and assurance serta diisi mandiri menggunakan web-form. Gap hasil penelitian keseluruhan rata-rata antara harapan dan persepsi pelanggan bernilai positif (0,03) yang berarti kepuasan pelanggan terpenuhi, sedangkan dimensi paling berpengaruh adalah assurance dan emphaty. Usulan perbaikan yang termasuk dalam prioritas utama IPA pada penelitian ini adalah meningkatkan kemampuan komunikasi karyawan yang baik dengan pelanggan (empathy) dan dapat lebih memahami kebutuhan spesifik pelanggan (empathy).
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Competition in the information technology business similar to Automatic Identification and Data Capture (AIDC), Wireless Networking and Security Surveillance Solutions Company is getting tougher both on the service and product side. Proven in customer tenders, PT. XYZ often meets other competitors and of course this makes the company won and lost, wether old customers or prospective new customers which has an impact on decreasing the company's sales level. Moreover, some customers said that competitors' services were better. Therefore, this research focus on service quality and customer satisfaction using Servqual instrument method and Importance Performance Analysis (IPA). Servqual is useful for knowing the level of customer perceptions and expectations, and IPA is used to understand customer main priority needs and wants so as to develop improvement strategies for management. Data obtained from the distribution of questionnaires to customers who discuss servqual dimensions which include reliability, empathy, tangibility, assurance, and responsiveness and is filled independently using a web-form. The overall research result gap between expectations and customer perception is positive (0.03), which means that customer satisfaction is met, while the most influential dimensions are assurance and empathy. Proposed improvements that are included in the top priority of IPA in this study are to improve employees' good communication skills to customers (empathy) and better understanding customers' specific needs (empathy).
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Kepuasan Pelanggan, Servqual, Kualitas Layanan, Importance Performance Analysis, Customer Satisfaction, Service Quality |
| Subjects: | H Social Sciences > HC Economic History and Conditions > HC108 Market surveys. H Social Sciences > HD Industries. Land use. Labor > HD30.2 Knowledge management. H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis |
| Depositing User: | Feri Setiawan Adinata |
| Date Deposited: | 04 Mar 2021 01:40 |
| Last Modified: | 23 Sep 2024 00:58 |
| URI: | http://repository.its.ac.id/id/eprint/83386 |
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