Hidayah, Wafiyatul (2022) Strategy to Improve Urea Fertilizer Sales Based on Customer Satisfaction Level with Service Quality and Quality Function Deployment (Case Study : PT. Petrokimia Gresik). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
![[img]](http://repository.untag-sby.ac.id/style/images/fileicons/text.png) |
Text (ABSTRAK)
ABSTRAK.pdf Download (1MB) |
|
Text (BAB I)
BAB 1.pdf Restricted to Repository staff only Download (586kB) | Request a copy |
|
Text (BAB II)
BAB 2.pdf Restricted to Repository staff only Download (470kB) | Request a copy |
|
Text (BAB III)
BAB 3.pdf Restricted to Repository staff only Download (176kB) | Request a copy |
|
Text (BAB IV)
BAB 4.pdf Restricted to Repository staff only Download (1MB) | Request a copy |
|
Text (BAB V)
BAB 5.pdf Restricted to Repository staff only Download (141kB) | Request a copy |
|
Text (LAMPIRAN)
LAMPIRAN.pdf Download (959kB) |
|
Text (JURNAL)
JURNAL.pdf Download (819kB) |
|
Text (JURNAL TURNITIN)
JURNAL TURNITIN.pdf Download (2MB) |
![[img]](http://repository.untag-sby.ac.id/17321/10/lightbox.jpg) |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/11/preview.jpg) |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/style/images/fileicons/other.png) |
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/25/medium.jpg) |
Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/26/small.jpg) |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/36/lightbox.jpg) |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/37/preview.jpg) |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/50/preview.jpg) |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/51/medium.jpg) |
Other (Thumbnails conversion from text to thumbnail_medium)
medium.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/52/small.jpg) |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/75/lightbox.jpg) |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/76/preview.jpg) |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/78/small.jpg) |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/101/lightbox.jpg) |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/102/preview.jpg) |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/114/lightbox.jpg) |
Other (Thumbnails conversion from text to thumbnail_lightbox)
lightbox.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Text
ABSTRAK.pdf Download (1MB) |
![[img]](http://repository.untag-sby.ac.id/17321/129/preview.jpg) |
Other (Thumbnails conversion from text to thumbnail_preview)
preview.jpg Download (0B) |
![[img]](http://repository.untag-sby.ac.id/17321/131/small.jpg) |
Other (Thumbnails conversion from text to thumbnail_small)
small.jpg Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
|
Other (Generate index codes conversion from text to indexcodes)
indexcodes.txt Download (0B) |
Abstract
PT. Petrokimia Gresik is a subsidiary of PT. Pupuk Indonesia produces fertilizers to support the government's plan to increase agricultural production and national food security. In one of the Work Units, namely the Administration and Sales Department, there is one Fertilizer that rarely has income that does not meet the Company's RKAP Quantum Target, namely Urea fertilizer as evidenced from the results of the Pre-Employment Program. Research, Quantum Data Realization and Quantum Targets of Urea Fertilizer RKAP in 2021. In this study, customer perceptions and expectations were analyzed using the Servqual method to measure the service quality of the Urea Fertilizer Administration and Sales Department. Measurements that reveal the gap between customer perceptions and expectations of the Servqual method will be corrected using QFD. Then prepared a strategy that applies to the company. Servqual results show that all dimensions have a "unsatisfactory" satisfaction rating, meaning that customers judge the services provided are not in accordance with customer expectations. Furthermore, the results of the analysis using QFD show that the average of all attributes needs to be improved. Indicators that need to be prioritized are those related to urea PIC capacity. Therefore, the recommendation from AVP Pupuk Urea is to evaluate the purchase of the performance of PIC Urea in the administration and sales of PT. Petrokimia Gresik. Keywords: Customer Satisfaction, Gap Analysis, QFD
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Customer Satisfaction, Gap Analysis, QFD |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Teknik > Program Studi Teknik Industri |
| Depositing User: | 1411800099 Wafiyatul Hidayah |
| Date Deposited: | 28 Jul 2022 01:47 |
| Last Modified: | 28 Jul 2022 01:47 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/17321 |
Actions (login required)
 |
View Item |
