Rasyad, Faris Aqil and , Ir. Ratnanto Fitriadi, S.T., M.T. (2024) Analisis Kualitas Pelayanan dengan Menggunakan Metode Servqual dan IPA pada PT Surya Kusuma Nusantara. Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
Service satisfaction in a service company greatly influences the sustainability of the company's business. PT Surya Kusuma Nusantara is a company engaged in employee training to be more expert in K3. This service quality research uses the Service Quality (Servqual) and Importance Performance Analysis (IPA) methods. The use of the servqual and IPA methods is used because they can be intertwined regarding the data and results provided. The problems faced by the company by knowing and analyzing the level of participant satisfaction with the services currently provided, both directly in training and the supporting facilities provided. Based on the results of the study using the servqual method, it is known that there are 9 attributes spread across 5 dimensions that get a negative gap value where this can be considered by the company. By using the IPA method, 3 attributes are also obtained which are located in quadrant 1 in the form of attributes T4, T5, and RS4. Based on the results of the service quality considerations carried out by comparing the perceptions and expectations of the participants, it is known to be worth 0.9950 so that the Q value <1 and it can be concluded that improving service quality is very necessary.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Importance Performance Analysis (IPA), Kualitas Pelayanan, Service Quality (Servqual) |
| Subjects: | T Technology > TI Industrial Engineering |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | FARIS AQIL RASYAD |
| Date Deposited: | 30 Oct 2024 06:30 |
| Last Modified: | 30 Oct 2024 06:31 |
| URI: | http://eprints.ums.ac.id/id/eprint/128443 |
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