Andini, Nurdyanda Putri (2019) Analisis Kualitas Pelayanan Pada PT. Aria Jasa Konsultan dengan Metode Service Quality. Sarjana thesis, Universitas Brawijaya.
Abstract
PT. Aria Jasa Konsultan merupakan suatu perusahaan swasta Nasional yang bergerak di bidang jasa konsultan teknik, konsultan perancang, perencanaan dan pengawasan yang bertempat di Makassar, Sulawesi Selatan. Untuk memenuhi kebutuhan konsumen perusahaan harus memberikan fasilitas dan kualitas pelayanan yang baik pula agar perusahaan dapat diterima oleh konsumen. Namun saat ini masih banyak konsumen yang merasa kurang puas dengan pelayanan PT. Aria Jasa Konsultan dari hasil kuesioner yang disebarkan. Untuk itu perlu adanya evaluasi perbaikan kualitas pelayanan dan menetukan prioritas perbaikan. Penelitian ini menggunakan metode servqual untuk mengukur kualitas jasa secara kuantitatif dalam bentuk kuesioner yang mengukur 5 dimensi kualitas jasa yaitu tangible, reliability, responsiveness, assurance, empathy yang direalisasikan dalam nilai gap. Penelitian ini menggunakan gap 5 yang digunakan untuk melihat gap antara pelayanan yang diharapkan dengan pelayanan yang diterima melalui penyebaran kuesioner kepada 100 responden yang berisi 21 atribut pertanyaan. Kemudian dilakukan pengelohan data yang dimulai dengan perhitungan nilai gap berdasarkan dimensi servqual di setiap atribut pertanyaan. Dilakukan penentuan bobot persepsi untuk masing-masing atribut yang didapatkan dengan membandingkan tingkat kepentingan tiap atribut yang diperoleh dari penyebaran kuesioner. Terdapat 5 nilai gap tertinggi yaitu dimensi tangible dengan nilai gap -1,218, dimensi responsiveness dengan nilai gap -1,211, dimensi reliabilty dengan nilai gap -1,2, dimensi emphaty dengan nilai gap -1,171. dimensi assurance dengan nilai gap -1,126 dan Berdasarkan Importance Performance Analysis (IPA) titik koordinat dan diagram kartesius menunjukkan terdapat 8 atribut yang menjadi prioritas perbaikan yaitu fasilitas yang memadai di ruang rapat (T3), tersedia alat dan bahan yang memadai di kantor (T5), kecepatan proses pelayanan administrasi (R2), memberikan pelayanan tepat waktu (R3), pegawai tanggap melakukan penangan keluhan klien (S1), ketepatan datang ke lokasi proyek (S2), kemudahan mendapatkan informasi mengenai proyek yang dikerjakan (S3) dan penyelesaian sesuai kontrak (A1). Selanjutnya, usulan prioritas perbaikan yang diberikan pada penelitian ini diharapkan dapat diterima dan dipertimbangkan oleh perusahaan sebagai pandangan dalam perbaikan kualitas pelayanan pada PT. Aria Jasa Konsultan.
English Abstract
PT. Aria Consultant Services is a national private company that works in technical consulting services, designer consultant, planning and supervision that is located in Makassar, South Sulawesi. To fulfill what consumers need, the company must provide the besy facilities and service quality so that the company is able to be accepted by consumer. But at the moment there are still a lot of consumers that feel not satisfied enough with the services that is given by PT. Aria Consultant Services based on the result of questionnaire. Therefore, there should be an evaluation of service quality improvement and decide the priority for the improvement itself. This research is using servqual method to measure the quantity of service quality in questionnairr form that measure 5 dimension of quality which is tangible, reliability, responsiveness, assurance, empathy that will be realized in gap value. This research is using gap 5 that is used to look at the gap between expected services and accepted services through the quistionnaire that is given to 100 respondent that contain 21 questions. After that, there will be data processing that will be start with gap value counting based on servqual dimension in each question. There will be score determination for each attribute that is obtained by comparing the importance level of each attribute from the questionnaire. There are 5 highest gap value obtained, that is tangible dimension with -1,218 gap value responsiveness dimension with -1,211 gap value, reliability dimension with -1,2 gap value, , assurance dimension with -1,126 gap value and emphaty dimension with -1171 gap value. Based on the Importance Performance Analysis (IPA) coordinates and cartesius diagram shows that there are 8 attributes that is being the priority improvements, which is adequate facilities in the meeting room (T3), available tools and materials in the office (T5), speed of administrative service process (R2), punctuality of service delivery (R3), employees are responsiveto handling complaints (S1), accuracy comes to the project location (S2), getting information about the project being worked on (S3) and completion of work according to the contract (A1). Furthermore, the proposed priority improvements given in this study are expected to be accepted and considered by the company as a view in improving service quality at PT. Aria Consultant Services.
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FT/2019/588/051905256 |
| Uncontrolled Keywords: | gap, importance performance analysis, service quality |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 06 Nov 2020 16:48 |
| Last Modified: | 06 Nov 2020 16:49 |
| URI: | http://repository.ub.ac.id/id/eprint/172748 |
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