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ANALISIS KEPUASAN PENGGUNA JASA PADA PT. ASDP INDONESIA (PERSERO) CABANG KETAPANG

FERRARI, NIKKI (2014) ANALISIS KEPUASAN PENGGUNA JASA PADA PT. ASDP INDONESIA (PERSERO) CABANG KETAPANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Intention of this research is to know level satisfaction of passenger at service of PT ASDP branch Ketapang. Usefulness of research which wish to be reached especially to company that is upon which input and consideration to improve the quality of service of passenger, also upon which evaluate in upgrading service so that can improve satisfaction of passenger at PT ASDP branch Ketapang. Analyzer, which is used in this research, is by using analyzer of index satisfaction of customer. Pursuant to result of data analysis by using satisfaction of consumer index and span scale of level satisfaction of consumer to quality of service at PT ASDP Indonesia (persero) branch Ketapang. Result of analysis can know that is as 12,5% all service user is very disgruntled, counted 12,5% all service user is disgruntled, counted 25% all service user is neutral (enough satisfy), 31,25% all consumer of satisfied and counted 18,75% all service user express very satisfied to the quality of service at PT ASDP Indonesia (persero) branch Ketapang. Pursuant to result of conclusion of this research, hence raised some suggestion that is company expected always give guidance to all employees have to always listen carefully moment had recourse by passenger. Expected by employees always assist passenger candidate which not yet known procedures usage of e-ticket (electronic ticket) so that facility of company can be utilized maximally to support effort create satisfaction of passenger and all employees or officer always listen carefully requirement all passenger so that freshness when process of cross can be felt maximally by passenger.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Fitri Ramandhany
Date Deposited: 20 Feb 2016 05:07
Last Modified: 20 Feb 2016 05:07
URI : http://eprints.umm.ac.id/id/eprint/20385

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