Usulan Peningkatan Kualitas Pelayanan di Kantor Pos Pusat Bandung Berdasarkan Analisis Menggunakan Metode SERVQUAL dan KANO Jl. Asia Afrika Bandung, 40000

Dessirani Noeky, Pungky (2017) Usulan Peningkatan Kualitas Pelayanan di Kantor Pos Pusat Bandung Berdasarkan Analisis Menggunakan Metode SERVQUAL dan KANO Jl. Asia Afrika Bandung, 40000. Masters thesis, STIMLOG INDONESIA.

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Abstract

ABSTRAK Banyaknya masyarakat yang kurang puas akibat pelayanan PT. Pos Indonesia yang belum sesuai dengan harapan membuat peneliti mengidentifikasi faktor tangible, reliability, responsiveness, assurance, dan empathy terhadap kepuasan pelanggan serta bagaimana usulan perbaikan kualitas pelayanan yang disarankan pada Kantor Pos Pusat Bandung. Penelitian ini bertujuan untuk meningkatkan kepuasan pelanggan dengan mengevaluasi kualitas pelayanan menggunakan metode Servqual dan KANO model. Jenis penelitian yang digunakan adalah deskriptif dengan teknik pengumpulan data melalui wawancara dengan instrumen berupa kuesioner. Populasi pada penelitian ini adalah pengunjung Kantor Pos Pusat Bandung sejumlah 19.907 pengunjung bulan Juli 2017 dengan sampel sebanyak 100 responden. Metode analisis data menggunakan metode kualitatif dan kuantitatif. Dari hasil penelitian diperoleh penilaian atribut tangibles, reliability, responsiveness, assurance, dan emphaty sangat berperan penting serta mengetahui keunggulan yang harus dipertahankan dan kelemahan yang harus ditingkatkan. Kata kunci: kualitas pelayanan, model KANO, Servqual, kepuasan pelanggan. ABSTARCT Many people who aren’t satisfied due to the service of PT. Pos Indonesia is not in accordance with expectations to make the researchers identify the factors are tangible, reliability, responsiveness, assurance, and empathy to customer satisfaction and how the proposed improvement of service quality is recommended at the Central Post Office Bandung. This study aims to improve customer satisfaction by evaluating the quality of service using Servqual and KANO model. The type of research used is descriptive with data collection techniques through interview with the instrument in the form of questionnaire. The population in this study were 19,907 visitors of Central Post Office Bandung on July 2017 with a sample of 100 respondents. Methods of data analysis using qualitative and quantitative methods. From the result of the research, the attribute of tangibles, reliability, responsiveness, assurance, and empathy assimilation is very important and know the advantages to be maintained and the weakness that must be improved. Keywords: service quality, KANO model, Servqual, customer satisfaction

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Depositing User: Unnamed user with email [email protected]
Date Deposited: 30 May 2022 08:34
Last Modified: 30 May 2022 08:34
URI: http://eprint.ulbi.ac.id/id/eprint/830

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