ANALISA KEPUASAN PELANGGAN UNTUK MERENCANAAN PENINGKATAN KUALITAS PELAYANAN PELANGGAN SPEEDY DENGAN METODE SERVQUAL ( SERVICE QUALITY) (Studi Kasus Pada PT. Telkom Kandatel Malang)

Hanafi, Fuad (2009) ANALISA KEPUASAN PELANGGAN UNTUK MERENCANAAN PENINGKATAN KUALITAS PELAYANAN PELANGGAN SPEEDY DENGAN METODE SERVQUAL ( SERVICE QUALITY) (Studi Kasus Pada PT. Telkom Kandatel Malang). Other thesis, University of Muhammadiyah Malang.

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Abstract

Service quality problems will occur in every company engaged in the service. As happened in PT Telkom Internet services product named speedy. Speedy is a new product, but so many users of this service. From this service, there are so many incomes from the customers, and also complaint from the speedy services. To maintain quality and retain customers, the speedy need to increase the quality of existing services. With the existing problems, comes back another problem, namely how to plan for improving the quality of existing services. In an attempt to resolve these problems used SERVQUAL method or Service Quality, which is a method that can be used to plan improvements in the quality of a company engaged in the service. To plan for improving service quality SERVQUAL method, the first step is measured customer satisfaction by calculating the score of perception and expectation of customers speedy, then calculated the score gap between perception scores and scores existing expectations, the second step are mapping the SERVQUAL gap scores to the customers to know the windows variable who expected in service the customers and must be further improved quality of the results of the mapping is done to plan for improving service quality. From the measurement customer satisfaction using a method known SERVQUAL service variable is expected by the customer's spouse variables which is the main priority quadrant (concentrated), among others: security product warranties, Internet Connection Speed, Speed Complaint Responses and Development of Product Item. This results conducted service quality of improvement.

Item Type: Thesis (Other)
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Anwar Jasin
Date Deposited: 30 Apr 2012 07:13
Last Modified: 30 Apr 2012 07:13
URI: http://eprints.umm.ac.id/id/eprint/3383

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