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INTEGRASI SERVQUAL DAN KANO MODEL SEBAGAI UPAYA PENINGKATAN KUALITAS PELAYANAN DI PT. POS INDONESIA (Study Kasus : PT. Pos Cabang Babat Lamongan)

DEMAYATA, PURYAGA FIFIV (2013) INTEGRASI SERVQUAL DAN KANO MODEL SEBAGAI UPAYA PENINGKATAN KUALITAS PELAYANAN DI PT. POS INDONESIA (Study Kasus : PT. Pos Cabang Babat Lamongan). Other thesis, University of Muhammadiyah Malang.

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Abstract

PT Pos Indonesia (Limited) is a company engaged in the service that is always trying to provide the best service to the community. Seeing the competition is so tough, then you should run the company is to continue to keep going and keep loyal customers use their services. How that must be taken to achieve these objectives by providing nothing but the services that have a satisfactory level of quality service to every customer. The problems faced by the company is the company salama postal service wants to know strategies to improve service quality to still be able to satisfy the desires of the customer, so the customer believes that the service provided to satisfy the expectations and desires of customers. One is the importance of quality service in PT Pos Indonesia branch Babat is one of the keys to success in marketing services company to provide the best service. From these conditions we need a method to solve the problem by using SERVQUAL and Kano Model, this method is used to determine what the needs or desires postal parcel service users, in the form of service attributes and can perform the evaluation and improvement of the quality of service. Stages SERVQUAL and Kano Model to calculate covering SERVQUAL SCORE GAP, Kano Model and Integration SERVQUAL and Kano model. From the results of the integration of SERVQUAL and Kano Model postal service to be repaired include Speed package delivery / shipment, Alertness service representatives if you have questions / complaints, knowledge workers, dexterity care workers, hospitality workers, number of vehicle operation, comfort room service, other supporting facilities: chairs, tables, glue, etc.., Condition of the room, the room arrangement, Total counter / table service, appearance care workers, and the parking area to.

Item Type: Thesis (Other)
Subjects: T Technology > T Technology (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering (26201)
Depositing User: Halimatus Zahroh
Date Deposited: 06 Feb 2015 04:28
Last Modified: 06 Feb 2015 04:28
URI : http://eprints.umm.ac.id/id/eprint/15760

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