Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan di PT. X.

  • Rizqi Novita Sari UPNVJT
  • Mega Cattleya Prameswari Anissa Islami UPN Veteran Jatim
  • Isna Nugraha UPN Veteran Jatim
  • Yekti Condro Winursito UPN Veteran Jatim
  • Sinta Dewi UPN Veteran Jatim
Keywords: Kepuasan pelanggan, Kualtas pelayanan, Service performance (SERVPERF).

Abstract

Kepuasan pelanggan memiliki peran penting dalam mencapai kesuksesan suatu organisasi yang menawarkan produk ataupun layanan jasa. Hal ini dikarenakan kepuasan pelanggan adalah kunci suatu usaha dapat terus berjalan maka dari itu pemilik usaha perlu memenuhi ekspektasi para pelanggan terhadap pelayanan yang diberikan. Sehingga dapat disimpulkan bahwa meraih kepuasan pelanggan adalah dengan memberikan pelayanan yang berkualitas. Penelitian ini bertujuan untuk mengetahui bagaimana tingkat kepuasan pelanggan melalui beberapa atribut kualitas pelayanan di PT. X. Responden pada penelitian ini adalah para pelanggan di PT. X dan ditentukan dengan disproportionate stratified random sampling. Variabel dependen dalam tinjauan ini adalah kepuasan pelanggan sedangkan variabel independen adalah 5 komponen nilai yang terdiri dari responsive, reliability, tangible, assurance dan emphaty. Pengumpulan data dilakukan dengan pengamatan, wawancara serta menyebarkan kuesioner dan diolah dengan menggunakan metode Service Performance (SERVPERF). Hasil dari penelitian ini menyatakan tingkat kepuasan pelanggan terhadap kualitas sebesar 82,185% dan terdapat 3 atribut pelayanan utama yang dapat mempengaruhi kepuasan pelanggan yaitu atribut kemampuan karyawan dalam menjelaskan masalah, kemampuan karyawan dalam memenuhi kebutuhan pelanggan serta atribut kecepatan karyawan dalam pemberian solusi

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Published
2022-08-31
How to Cite
Sari, R., Islami, M. C., Nugraha, I., Winursito, Y., & Dewi, S. (2022). Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan di PT. X. JUMINTEN, 3(2), 25-36. https://doi.org/10.33005/juminten.v3i2.328