Path: Top . Undergraduate Theses . Jurusan Teknik Industri . 2017

PENINGKATAN KUALITAS PELAYANAN JASA PADA DEPARTEMEN UMUM DAN LOGISTIK MELALUI PENDEKATAN INTERGRASI METODE SERVQUAL SIX SIGMA (STUDI KASUS : PT. Slena Cahaya Gemilang Surabaya)

Undergraduate Theses from JIPPTUMG / 2018-04-17 09:04:30
By : Agga Fadia Nokta
Created : 2018-04-17, with 4 files

Keyword : Kepuasan pelanggan, kualitas pelayanan, Reliability, Responsiveness, Assurance, Empathy, dan Tangible

Penelitian ini bertujuan untuk mengetahui dan menganalisa seberapa besar pengaruh kualitas pelayanan jasa terhadap tingkat kepuasan yang dirasakan oleh pelanggan yang menggunakan jasa EMKL PT. Selena Cahaya Gemilang.
Model yang digunakan dalam penelitian ini adalah metode observasi, wawancara, kuesioner, dan studi kepustakaan dengan menggunakan skala likert dan metode penentuan sampel yang digunakan adalah aksidental sampling sebanyak 100 sampel. Metode analisis yang digunakan adalah metode regresi linear berganda (multi linear regression).
Hasil penelitian menunjukkan bahwa kualitas pelayanan yang terdiri atas Realibility (X1), Responsiveness (X2), Assurance (X3), Emphaty (X4), dan Tangible (X5) secara bersama- sama memiliki pengaruh yang positif. Di mana persamaan regresi Y = 196.7 X1 + 213.2 X2 + 158.2 X3 + 183.8 X4 + 198 X5. Selain itu, dengan uji validasi dilihat bahwa kualitas pelayanan memiliki pengaruh yang signifikan terhadap kepuasan pelanggan dengan tingkat signifikansi sebesar 0,000 atau 0%.

Description Alternative :

This research aims to determine and analyze how much influence the quality of service to the level of satisfaction felt by customers who use services of EMKL PT. Andhika Celebes Transportama.
The model used in this research are the method of observation, interviews, questionnaires, and literature study using a Linkert scale and method of determination of the sample used was accidental sampling of as many as 100 samples. The method of analysis were used multiple linear regression methods.
The results showed that the quality of service which consists of Realibility (X1), Responsiveness (X2), Assurance (X3), Emphaty (X4) and Tangible (X5) together have a positive influence. Where the regression equation Y = 0,165 X1 + 0,213 X2 + 0,256 X3 + 0,189 X4 + 0,228 X5. In addition, the F test found that service quality has a significant effect on customer satisfaction with a significance level of 0.000 or 0%.

Copyrights : Copyright (c) 2001 by Digilib Universitas Muhammadiyah Gresik. Verbatim copying and distribution of this entire article is permitted by author in any medium, provided this notice is preserved.

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  • Any Savitry, A.Md., Editor: admin perpustakaan UMG

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