KUALITAS PELAYANAN PT.TASPEN (PERSERO) KANTOR CABANG PALEMBANG

DELIN, DELIN and Semil, Nurmah and Mardianto, Mardianto (2020) KUALITAS PELAYANAN PT.TASPEN (PERSERO) KANTOR CABANG PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This research is titled “The Quality of Taspen Service Palembang Branch Office” This research aims to measure how good the level of service quality PT.Taspen (Persero) provided to Taspen participants. This research method is quantitative descriptive method. Sources of data obtained from scientific calculations by sampling to participants who get service. This study used the SERQUAL theory of Parasuraman, Zeithaml, and Bery based on five dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, Emphaty. The results of this study indicate that the Quality of Service of PT.Taspen (Persero) Palembang Branch Office after elaborating with 22 questions obtained several indicators which have the highest and lowest weight weights, the highest weight weights of building cleanliness with a score value of 406 included in the dimensions of physical appearance, While the lowest score is the timeliness of service and employees smile, greetings and greetings, both of these indicators have a score value of 279. After calculating per￾dimension, the highest score value is obtained with good categories, namely physical examination 367 points, empathy dimensions 348, dimensions reliability 341. While the dimension that gets a value in the category is quite good namely the reliability dimension 313 and the assurance dimension with a score of 325. But overall the Quality of Taspen Services (Persero) Palembang Branch Office is Good. Apart from that Taspen Palembang Branch Office is expected to continue to maintain and improve the quality of its services in order to be even better. Keywords : Service Quality, SERQUAL, Tangibles, Reliability, Responsivenes, Assurance, Empathy.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Kualitas Pelayanan, Palembang
Subjects: H Social Sciences > HN Social history and conditions. Social problems. Social reform > HN1-995 Social history and conditions. Social problems. Social reform
Divisions: 07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User: Users 9366 not found.
Date Deposited: 08 Jan 2021 07:41
Last Modified: 08 Jan 2021 07:41
URI: http://repository.unsri.ac.id/id/eprint/39038

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