ANALISIS KEPUASAN PELANGGAN BERDASARKAN METODE SERVQUAL DI PT X

Kosasih, Wilson Wilson and Salomon, Lithrone Laricha and Fathin, Stevane Stevane (2010) ANALISIS KEPUASAN PELANGGAN BERDASARKAN METODE SERVQUAL DI PT X. Karya Ilmiah Dosen, 9 (17). ISSN 1412-5528

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Abstract

PT X is a shipping company which have coverage area of domestic and international. Based on observation, interviews, and information gathering is known that the most important points in this company is customer satisfaction because satisfaction is the main thing that should not be ignored, which customer satisfaction is a strategic aspect of winning the competition and maintain the company's image in society. Research conducted by collecting data through interviews and questionnaires. The questionnaire used to measure employee performance and customer expectations of PT X with 5 gaps dimensions of Servqual. There are tangibles, reliability responsiveness,assurance, and empathy. Each attribute must pass the test of validity and reliability. Research questionnaire was divided into two parts, namely an expectation questionnaire and performance questionnaire. Overall quality of service PT Xis not good with quite satisfied level of customer satisfaction.

Item Type: Article
Subjects: Penelitian > Fakultas Teknik
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Puskom untar untar
Date Deposited: 24 Mar 2017 07:09
Last Modified: 24 Mar 2017 07:09
URI: http://repository.untar.ac.id/id/eprint/93

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