Putra, Daffa Daehana Suwarno and Susilowati, S.Sos, M.AB. (2024) Analisis Kualitas Pelayanan Website “E-Learning” Sebagai Media Pelatihan Sales Force Mitraguna Baru PT. Eka Akar Jati Menggunakan Metode Servqual. Diploma thesis, Universitas Brawijaya.
Abstract
Kesuksesan program pelatihan sales force mitraguna baru melalui website "E-Learning sangat bergantung pada kualitas pelayanan website. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan website "E-Learning" milik PT. Eka Akar Jati sebagai media pelatihan sales force mitraguna baru berdasarkan dimensi servqual. Pendekatan penelitian ini menggunakan metode kuantitatif dengan teknik pengumpulan data kuesioner. Pengukuran kepuasan dilakukan dengan 58 responden untuk mengetahui nilai kenyataan jasa dan harapan yang diterima sales force mitraguna baru menggunakan metode Servqual (Service Quality). Dimensi yang digunakan untuk mengukur kualitas pelayanan adalah dimensi tangible (bukti langsung), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), dan empthy (empati).Hasil dari penelitian ini menunjukkan kualitas pelayanan yang diberikan oleh website "E-Learning" kepada sales force mitraguna baru belum memenuhi harapan atau keinginan sales force mitraguna baru. Dengan nilai rata-rata harapan sales force mitraguna baru sebesar 4,39 dan nilai rata-rata kenyataan sales force mitraguna baru sebesar 3,93 sehingga terdapat gap kualitas pelayanan sebesar -0,46. Dari hasil lima dimensi tersebut, perlu ditingkatkan dan diperbaiki lagi kualitas pelayanan yang ada agar bisa meningkatkan kepuasan pelanggan.
English Abstract
The success of the new mitraguna sales force training program through the "E-Learning" website is highly dependent on the quality of website services. This study aims to determine the service quality of PT Eka Akar Jati's "E-Learning" website as a new partner sales force training media based on servqual dimensions. This research approach uses quantitative methods with questionnaire data collection techniques. Satisfaction measurement was carried out with 58 respondents to determine the value of service reality and expectations received by the new mitraguna sales force using the Servqual (Service Quality) method. The dimensions used to measure service quality are the dimensions of tangible (direct evidence), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empthy (empathy).The results of this study indicate that the quality of service provided by the "E-Learning" website to the new mitraguna sales force has not met the expectations or desires of the new mitraguna sales force. With an average value of new mitraguna sales force expectations of 4.39 and an average value of new mitraguna sales force reality of 3.93 so that there is a service quality gap of -0.46. From the results of these five dimensions, it is necessary to improve and improve the quality of existing services in order to increase customer satisfaction.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0524170018 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Website ”E-Learning”, Kepuasan sales force mitraguna baru, Servqual.Service Quality, Website ”E-Learning”, New Mitraguna Sales Force Satisfaction, Servqual. |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | soegeng sugeng |
| Date Deposited: | 20 May 2024 07:03 |
| Last Modified: | 20 May 2024 07:03 |
| URI: | http://repository.ub.ac.id/id/eprint/219184 |
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