ANALISIS KUALITAS PELAYANAN KARYAWAN TERHADAP KEPUASAN KONSUMEN PADA PT. KELOLA JASA ARTHA SURABAYA
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
KUSUMA, DAMASTA TRIAS
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2017-05-15 05:57:00
Abstract :
Customer service is very important for a company, because without customers, then the transaction will not occur between them. For that company's service activities must be oriented to customer satisfaction. The quality of service of the employees towards customer satisfaction can contribute to the company in improving the long-term income is on the extent to which the ability of the company or organization serving or giving maximum services to its customers in a systematic and programmed that do not violate the values of ethics in a business. The goal will be reached in this study Examines factors are: reliability, responsiveness, assurance, empathy, competence, credibility, accessibility, security, customer requirements, and physical evidence as well as its influence on consumer satisfaction on a PT. Kelola Jasa Artha Surabaya. Knowing the components of service quality (reliability, responsiveness, assurance, empathy, competence, credibility, accessibility, security, customer requirements, and physical evidence) that influence most dominant against consumer satisfaction on a PT. Kelola Jasa Artha Surabaya.In the collection of data for writing this final task authors use the following methods: Observation. This method is done by collecting data by conducting observations directly. Library Research. As supporters to obtain various kinds of information, the author's approach with the study of the literature that is by looking for literature or books containing theories as reference material related to the writing task. Key words:analysis, customer service, transaction, customer satisfaction
Customer service is very important for a company, because without customers, then the transaction will not occur between them. For that company's service activities must be oriented to customer satisfaction. The quality of service of the employees towards customer satisfaction can contribute to the company in improving the long-term income is on the extent to which the ability of the company or organization serving or giving maximum services to its customers in a systematic and programmed that do not violate the values of ethics in a business. The goal will be reached in this study Examines factors are: reliability, responsiveness, assurance, empathy, competence, credibility, accessibility, security, customer requirements, and physical evidence as well as its influence on consumer satisfaction on a PT. Kelola Jasa Artha Surabaya. Knowing the components of service quality (reliability, responsiveness, assurance, empathy, competence, credibility, accessibility, security, customer requirements, and physical evidence) that influence most dominant against consumer satisfaction on a PT. Kelola Jasa Artha Surabaya.In the collection of data for writing this final task authors use the following methods: Observation. This method is done by collecting data by conducting observations directly. Library Research. As supporters to obtain various kinds of information, the author's approach with the study of the literature that is by looking for literature or books containing theories as reference material related to the writing task. Key words:analysis, customer service, transaction, customer satisfaction
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