Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan Jasa Air Conditioner di CV Kertajaya Elektronik Menggunakan Metode Servqual. (Analysis of Consumer Satisfaction on The Quality of Air Conditioning Services at CV. Kertajaya Elektronik Using The Servqual Method).

Pambudi, Vani Himawan (2022) Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan Jasa Air Conditioner di CV Kertajaya Elektronik Menggunakan Metode Servqual. (Analysis of Consumer Satisfaction on The Quality of Air Conditioning Services at CV. Kertajaya Elektronik Using The Servqual Method). Undergraduate thesis, Universtas 17 Agustus 1945 Surabaya.

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Abstract

Salah satu perusahaan yang menyediakan jasa perbaikan AC di Kota Surabaya di jl. Arief Rachman Hakim 152 Perum galaksi Bumi Permai B1 B-1/9, Surabaya adalah Cv.Kertajaya Elektronik. Cv. Kertajaya Elektronik adalah pahlawan untuk menyediakan jasa perbaikan AC atau instalasi ac baru untuk rumah, kantor, gereja, dan lain-lain. Cv. Kertajaya Elektronik menyediakan perawatan berkala dan demage untuk AC di rumah-rumah dan gedung perkantoran, kemudian juga memberikan pelayanan kepada pelanggan dengan tujuan memberikan kepuasan yang mengutamakan kualitas baik dalam pemasangan maupun perbaikan atau perbaikan AC. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan dengan menggunakan metode servqual yang terdiri dari tangible, empaty, reliability, responsiveness, assurance terhadap kepuasan pelanggan, dan aspek apa saja yang merupakan perbaikan untuk meningkatkan kualitas pelayanan AC di Cv. Kertajaya Elektronik di Jl. Arief Rachman Hakim 152 Perum Galaksi Bumi Permai B1 B-1/9, Surabaya. Dari analisis Indeks Kepuasan Pelanggan, diketahui bahwa pelanggan tidak puas dengan layanan Cv. Kertajaya Elektronik dilihat dari hasil analisis gap menunjukkan pelayanan Cv. Kertajaya Elektronika dilihat dari hasil analisis gap menunjukkan bahwa terdapat perbedaan antara persepsi pelanggan terhadap Responsive (-2,81), Empaty (-2,67), Assurance (-1,89), Tangible (-1,28), Reliability (-0,63).

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Persepsi, Harapan, Kepuasan, Servqual
Subjects: T Technology > TS Manufactures
Divisions: Fakultas Teknik > Program Studi Teknik Industri
Depositing User: 1411800005 Vani Himawan Pambudi
Date Deposited: 23 Feb 2023 01:47
Last Modified: 04 Apr 2024 03:33
URI: http://repository.untag-sby.ac.id/id/eprint/22749

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