IMPLEMENTASI METODE SERVICE QUALITY DALAM MENINGKATKAN KUALITAS PELAYANAN PELANGGAN (STUDI KASUS : PT. TUNAS BARU LAMPUNG. Tbk

YANTI, NOVRI and Lestari, Endang (2020) IMPLEMENTASI METODE SERVICE QUALITY DALAM MENINGKATKAN KUALITAS PELAYANAN PELANGGAN (STUDI KASUS : PT. TUNAS BARU LAMPUNG. Tbk. Undergraduate thesis, Sriwijaya University.

	Text RAMA_57201_09031181621030.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (5MB) | Request a copy
Preview	Text RAMA_57201_09031181621030_0017117801_01_front_ref.pdf - Accepted Version Available under License Creative Commons Public Domain Dedication. Download (829kB) | Preview
	Text RAMA_57201_09031181621030_0017117801_02.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (522kB) | Request a copy
	Text RAMA_57201_09031181621030_0017117801_03.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (1MB) | Request a copy
	Text RAMA_57201_09031181621030_0017117801_04.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (1MB) | Request a copy
	Text RAMA_57201_09031181621030_0017117801_05.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (148kB) | Request a copy
	Text RAMA_57201_09031181621030_0017117801_06_ref.pdf - Bibliography Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (260kB) | Request a copy
	Text RAMA_57201_09031181621030_0017117801_07_lamp.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (2MB) | Request a copy
	Text RAMA_57201_09031181621030_TURNITIN.pdf - Accepted Version Restricted to Repository staff only Available under License Creative Commons Public Domain Dedication. Download (13MB) | Request a copy

Abstract

Along with increasing competition in the business world requires every company to provide the best service by creating customer satisfaction. PT.Tunas Baru Lampung, Tbk is a private company engaged in the sale of basic necessities. At present, the existing system in the company is still inefficient such as customers must come directly to the company to submit criticisms and suggestions so that the resulting report becomes less effective, because the company does not yet have an appropriate service quality measurement system to improve service quality. From these problems, we need a service quality measurement system that can help the company. In developing this system, the writer uses the waterfall development methodology. While the service quality method as a method used to measure the quality of service to customers uses 5 dimensions. In this study the authors measured service quality where the data processed was the result of a customer questionnaire recapitulation. The results of this study can provide recommendations for improvements to improve service quality for customers which can be seen from the question gap and dimension gap. In addition, the implementation of service quality methods can make it easier for companies to know customer perceptions and expectations.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Customer Satisfaction, Waterfall, Service Quality Measurement System, Service Quality
Subjects:	T Technology > T Technology (General) > T1-995 Technology (General) T Technology > T Technology (General) > T58.6-58.62 Management information systems > T58.6 General works Industrial engineering Information technology. Information systems (General) Management information systems -- Continued
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Users 5445 not found.
Date Deposited:	11 Mar 2020 08:49
Last Modified:	11 Mar 2020 08:49
URI:	http://repository.unsri.ac.id/id/eprint/28197

Actions (login required)

View Item