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.

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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: Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User: Novri Yanti
Date Deposited: 11 Mar 2020 08:49
Last Modified: 11 Mar 2020 08:49
URI: http://repository.unsri.ac.id/id/eprint/28197

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