Anditta, Clarissa Angie and Ir. I Dewa Made Widia, MT (2022) Penerapan Pelayanan Prima Pada Resident Relation Anderson Benson Apartemen Surabaya Dalam Memberikan Pelayanan Kepada Penghuni. Diploma thesis, Universitas Brawijaya.
Abstract
Penulisan tugas akhir ini bertujuan untuk mengetahui peran pelayanan service excellent yang diberikan resident relation untuk penghuni atau pemilik unit Anderson Benson Apartemen Surabaya. Dalam penelitian ini penulis menggunakan metode observasi dan wawancara guna mendapatkan informasi yang dibutuhkan. Pelayanan prima merupakan memberikan pelayanan terbaik guna mendapat kepuasan dari pelanggan. Sedangkan resident relation bertugas menjaga hubungan baik antara manajemen dengan penghuni atau pemilik unit di Anderson Benson Apartemen. Berdasarkan hasil penelitian para staf resident relation Anderson Benson Apartemen Surabaya mampu menerapkan service excellent dengan baik dan sesuai dengan SOP yang sudah ditetapkan oleh manajemen berdasarkan konsep pelayanan prima yang terdiri dari Kemampuan, Sikap, Penampilan, Perhatian, Tindakan, dan Tanggung Jawab. Hambatan dalam pelaksanaan service excellent di Anderson Benson Apartemen Surabaya dapat berasal dari internal maupun eksternal. Dengan begitu service excellent yang diterapkan oleh resident relation Anderson Benson Apartemen mampu mencapai kepuasan serta menjaga hubungan baik dengan para penghuni. Penulis memberikan saran untuk meningkatkan kualitas layanan dengan cara mengikuti pelatihan.
English Abstract
The writing of this final project aims to determine the role of service excellent provided by resident relations for residents or owners of the Anderson Benson Apartment Surabaya. In this study the authors used the method of observation and interviews in order to obtain the required information. Excellent service is providing the best service in order to get satisfaction from customers. Meanwhile, resident relations is tasked with maintaining good relations between management and residents or unit owners at Anderson Benson Apartments. Based on the results of the research, the resident relations staff of Anderson Benson Apartment Surabaya were able to implement excellent service properly and in accordance with the SOP that had been set by management based on the concept of service excellent consisting of Ability, Attitude, Appearance, Attention, Action, and Responsibility. Obstacles in implementing service excellence at Anderson Benson Apartment Surabaya can come from internal or external. That way the excellent service implemented by resident relations Anderson Benson Apartments is able to achieve satisfaction and maintain good relations with residents. The author provides suggestions to improve the quality of service by participating in training.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0522170149 |
| Uncontrolled Keywords: | Resident Relations, Service Excellent, Obstacle.Resident relation, service excellent, Hambatan. |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 29 Nov 2024 08:13 |
| Last Modified: | 29 Nov 2024 08:13 |
| URI: | http://repository.ub.ac.id/id/eprint/229422 |
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