Anda belum login :: 02 Mar 2024 04:53 WIB
Detail
BukuAnalisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PT. PLN (Persero) Di Wilayah Cempaka Putih Dengan Metode Servqual Dan Kano (Studi Kasus : PT. PLN)
Bibliografi
Author: KURNIA, YOHANES IVAN ; Widayati, Dra. Enny (Advisor)
Topik: Kano; Servqual; Consumer Satisfaction; Quality of Service
Bahasa: (ID )    
Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2017    
Jenis: Theses - Undergraduate Thesis
Fulltext: Yohanes Ivan Kurnia's Undergraduate Theses.pdf (4.05MB; 29 download)
Ketersediaan
  • Perpustakaan Pusat (Semanggi)
    • Nomor Panggil: FTI-1334
    • Non-tandon: tidak ada
    • Tandon: 1
 Lihat Detail Induk
Abstract
PT PLN (Persero) is a STATE-OWNED ENTERPRISES that manage all aspects of electricity that existed in Indonesia. Therefore PT PLN (Persero) especially Cempaka Putih area which has the most number of customers based on the distribution of Jakarta, should be able to fulfil the satisfaction of its customers. For that reason, there are research for measuring consumer satisfaction with the quality of service of PT PLN (Persero) Cempaka Putih Area at this time, so using the servqual dan canoes method. The purpose of this research is to identify attributes that influence service, knowing the level of satisfaction with the method of servqual and provide input for which attributes should be prioritized for enhanced with categories of canoes. The combined results of Servqual methods and Canoes is an attribute service which should be prioritized so that further enhanced Is attributes 6 (Officer's quick response in serving the interests of customers), this is because the attribute has the value gap 5 for the most negative of categories Must-be is registration -0.16. Advice that can be given to PT. PLN Cempaka Putih Area is the company can remain open in accepting criticism and suggestions from various parties, and try to accommodate complaints from customers in order to give satisfaction in accordance with what is expected by the customer.
Opini AndaKlik untuk menuliskan opini Anda tentang koleksi ini!

Lihat Sejarah Pengadaan  Konversi Metadata   Kembali
design
 
Process time: 0.265625 second(s)