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ITS » Undergraduate Theses » Statistika
Posted by aguss at 09/03/2009 19:05:56  •  12303 Views


ANALYSIS OF CUSTOMER SATISFACTION FOR THE SERVICE QUALITY OF AHASS PT.PANJI PERKASA PERDANA

Author :
REVAK, FAHRUN 




ABSTRAK

Pelanggan yang melakukan servis di AHASS PT. Panji Perkasa Perdana PT. PPP relatif banyak padahal terdapat kekurangan terutama pada fasilitas ruang tunggu. Hal ini mengindikasikan bahwa pelayanan yang diberikan AHASS PT. PPP sangat baik sehingga pelanggan cenderung mengabaikan fasilitas yang minim. Oleh karena itu ingin ditentukan variabel kualitas pelayanan apa yang berpengaruh pada tingkat kepuasan pelanggan. Dengan menggunakan Analisis diskriminan dan Diagram kartesius ditentukan bahwa variabel kualitas pelayanan yang paling berpengaruh pada tingkat kepuasan pelanggan adalah variabel Responsiveness. Tingkat kepuasan pelanggan yang melakukan servis di AHASS PT. PPP dirasakan telah cukup Hal ini dikarenakan posisi plot dari atribut-atribut variabel Responsiveness tidak terdapat pada prioritas perbaikan pertama. Pelanggan yang pernah melakukan servis di AHASS merasa kualitas pelayanan di AHASS PT. PPP memuaskan dan 97 dari pelanggan tersebut menyatakan akan kembali untuk melakukan servis di AHASS PT. PPP. Walaupun demikian pihak pengelola AHASS juga harus mampu memperhatikan hal-hal yang menjadi keinginan dari pelanggan khususnya dalam segi fasilitas.


ABSTRACT

Customers which service at AHASS PT PPP are relatively a lot although there is insufficiency of waiting room facility. This indicates that the service given by AHASS PT PPP is very good so customer tend to ignore the minimum facility. Therefore variable of service quality that influence on level of customer satisfaction will be determined. By using Discriminant analysis and cartesius diagram responsiveness variable is determined as the most influence variable of service quality on level of customer satisfaction. Level of customer satisfaction which service at AHASS PT PPP is considers being enough this is caused by plotting position from attributes of responsiveness variable not included on the first repairing priority. Customers which had been service at AHASS feel that service quality at AHASS PT PPP is satisfied and 97 of those customers say they will returned to do service at AHASS PT PPP. Even though AHASS management also must have attention on customers need especially about facility.



KeywordsKepuasan pelanggan, Analisis Diskriminan, Prioritas Perbaikan
 
Subject:  Pengawasan kualitas ; Analisis diskriminan
Contributor
  1. Dra. Agnes Tuti Rumiati, M.Sc
Date Create: 09/03/2009
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-Undergraduate-3100008031127
Collection ID: 3100008031127
Call Number: RSSt 519.5 Rev a


Source
Undergraduate Theses, Statistics, RSSt 519.5 Rev a, 2008

Coverage
ITS Community Only




[ Download - Summary ]

ITS-Undergraduate-3100008031127-3721.pdf




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