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ANALISA KEPUASAN PELANGGAN UNTUK MERENCANAAN PENINGKATAN KUALITAS PELAYANAN PELANGGAN SPEEDY DENGAN METODE SERVQUAL ( SERVICE QUALITY) (Studi Kasus Pada PT. Telkom Kandatel Malang)

Main Author: Hanafi, Fuad
Format: Thesis NonPeerReviewed Book
Bahasa: eng
Terbitan: , 2009
Subjects:
TA Engineering (General). Civil engineering (General)
Online Access: http://eprints.umm.ac.id/3383/1/ANALISA_KEPUASAN_PELANGGAN_UNTUK_MERENCANAAN_PENINGKATAN_KUALITAS_PELAYANAN_PELANGGAN_SPEEDY_DENGAN_METODE_SERVQUAL.pdf
http://eprints.umm.ac.id/3383/
ctrlnum 3383
fullrecord <?xml version="1.0"?> <dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><relation>http://eprints.umm.ac.id/3383/</relation><title>ANALISA KEPUASAN PELANGGAN UNTUK MERENCANAAN PENINGKATAN KUALITAS PELAYANAN PELANGGAN SPEEDY DENGAN METODE SERVQUAL ( SERVICE QUALITY) (Studi Kasus Pada PT. Telkom Kandatel Malang)</title><creator>Hanafi, Fuad</creator><subject>TA Engineering (General). Civil engineering (General)</subject><description>Service quality problems will occur in every company engaged in the service. As happened in PT Telkom Internet services product named speedy. Speedy is a new product, but so many users of this service. From this service, there are so many incomes from the customers, and also complaint from the speedy services. To maintain quality and retain customers, the speedy need to increase the quality of existing services. With the existing problems, comes back another problem, namely how to plan for improving the quality of existing services. In an attempt to resolve these problems used SERVQUAL method or Service Quality, which is a method that can be used to plan improvements in the quality of a company engaged in the service. To plan for improving service quality SERVQUAL method, the first step is measured customer satisfaction by calculating the score of perception and expectation of customers speedy, &#xD; then calculated the score gap between perception scores and scores existing expectations, the second step are mapping the SERVQUAL gap scores to the customers to know the windows variable who expected in service the customers and must be further improved quality of the results of the mapping is done to plan for improving service quality. &#xD; From the measurement customer satisfaction using a method known SERVQUAL service variable is expected by the customer's spouse variables which is the main priority quadrant (concentrated), among others: security product warranties, Internet Connection Speed, Speed Complaint Responses and Development of Product Item. This results conducted service quality of improvement.</description><date>2009</date><type>Thesis:Thesis</type><type>PeerReview:NonPeerReviewed</type><type>Book:Book</type><language>eng</language><identifier>http://eprints.umm.ac.id/3383/1/ANALISA_KEPUASAN_PELANGGAN_UNTUK_MERENCANAAN_PENINGKATAN_KUALITAS_PELAYANAN_PELANGGAN_SPEEDY_DENGAN_METODE_SERVQUAL.pdf</identifier><identifier> Hanafi, Fuad (2009) ANALISA KEPUASAN PELANGGAN UNTUK MERENCANAAN PENINGKATAN KUALITAS PELAYANAN PELANGGAN SPEEDY DENGAN METODE SERVQUAL ( SERVICE QUALITY) (Studi Kasus Pada PT. Telkom Kandatel Malang). Other thesis, University of Muhammadiyah Malang. </identifier><recordID>3383</recordID></dc>
language eng
format Thesis:Thesis
Thesis
PeerReview:NonPeerReviewed
PeerReview
Book:Book
Book
author Hanafi, Fuad
title ANALISA KEPUASAN PELANGGAN UNTUK MERENCANAAN PENINGKATAN KUALITAS PELAYANAN PELANGGAN SPEEDY DENGAN METODE SERVQUAL ( SERVICE QUALITY) (Studi Kasus Pada PT. Telkom Kandatel Malang)
publishDate 2009
topic TA Engineering (General). Civil engineering (General)
url http://eprints.umm.ac.id/3383/1/ANALISA_KEPUASAN_PELANGGAN_UNTUK_MERENCANAAN_PENINGKATAN_KUALITAS_PELAYANAN_PELANGGAN_SPEEDY_DENGAN_METODE_SERVQUAL.pdf
http://eprints.umm.ac.id/3383/
contents Service quality problems will occur in every company engaged in the service. As happened in PT Telkom Internet services product named speedy. Speedy is a new product, but so many users of this service. From this service, there are so many incomes from the customers, and also complaint from the speedy services. To maintain quality and retain customers, the speedy need to increase the quality of existing services. With the existing problems, comes back another problem, namely how to plan for improving the quality of existing services. In an attempt to resolve these problems used SERVQUAL method or Service Quality, which is a method that can be used to plan improvements in the quality of a company engaged in the service. To plan for improving service quality SERVQUAL method, the first step is measured customer satisfaction by calculating the score of perception and expectation of customers speedy, then calculated the score gap between perception scores and scores existing expectations, the second step are mapping the SERVQUAL gap scores to the customers to know the windows variable who expected in service the customers and must be further improved quality of the results of the mapping is done to plan for improving service quality. From the measurement customer satisfaction using a method known SERVQUAL service variable is expected by the customer's spouse variables which is the main priority quadrant (concentrated), among others: security product warranties, Internet Connection Speed, Speed Complaint Responses and Development of Product Item. This results conducted service quality of improvement.
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first_indexed 2017-03-21T02:39:23Z
last_indexed 2017-03-21T02:39:23Z
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