Analisis Kepuasan Pelanggan Terhadap Pelayanan Jasa Transportasi Massal Dengan Menggunakan Metode Servqual Pada PT. Mayasari Bakti (Studi Kasus : Rute Cileungsi - Blok M Jaya)

Munita, Andary Asvaroza; Mubarok, Abdul; Rinaldi, Deni

doi:10.31227/osf.io/76hxe

Cited by 2 publications

(2 citation statements)

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“…Metode Servqual merupakan metode untuk mengukur kualitas suatu jasa atau pelayanan dari atribut masing-masing dimensi, sehingga akan didapatkan nilai gap, di mana nilai ini merupakan selisih antara harapan responden terhadap layanan dengan kenyataan responden terhadap layanan yang diterima [10]. Metode Servqual ini didasarkan pada skala multiitem yang mengukur persepsi dan harapan pelanggan serta gap diantara keduanya berdasarkan 5 dimensi kualitas yaitu kehandalan, bukti fisik, kepastian, empati, dan daya tanggap [11]. Penggunaan metode ini memungkinkan perusahaan untuk meningkatkan kualitas, meningkatkan kepuasan pelanggan dan meningkatkan daya saing [12].…”

Section: Pendahuluanunclassified

Optimalisasi Penentuan Kriteria Penerima Bantuan Program Indonesia Pintar dengan Metode TOPSIS

Ayudia¹,

Nurcahyo²,

Sumijan³

2021

JSisfotek

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The distribution of scholarships is carried out to assist in the determination of recommending someone who deserves to receive a scholarship, a Decision Support System is needed because the system for selecting scholarship candidates is still manual, and has many weaknesses. The large number of scholarship participant applicants makes schools having difficulty handling manual data processing so that software is needed to simplify the data processing. There for not all students who apply to receive scholarships can be granted, because the number of students who apply is very large, it is very necessary to build an SPK with the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method which can help provide recommendation for scholarship recipients. Based on the analysis of the DSS with the TOPSIS method, it was carried out by means of a questionnaire, interview observation and system implementation. In the assessment of scholarship acceptance, it can be used as a basis for facilitating decisions on scholarship recipients because the system will process data and provide information quickly, precisely and consistently to the principal of students to receive the best scholarships to be awarded. Can form a decision that is right, effective and efficient in managing data on student recipients who are truly entitled to receive the scholarship. The TOPSIS method can be used to determine scholarship recipients, SPK in the assessment of scholarship acceptance can facilitate decisions in grade 7 students of SMP Negeri 17 Padang proportionally based on the results of student data processing including family cards, parents 'jobs, parents' income, number of dependents of parents and age parents accurately and accurately because the system can minimize errors in the process of calculating data normalization

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Section: Pendahuluanunclassified

Optimalisasi Penentuan Kriteria Penerima Bantuan Program Indonesia Pintar dengan Metode TOPSIS

Ayudia¹,

Nurcahyo²,

Sumijan³

2021

JSisfotek

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“…According to Kotler (2000), customer satisfaction is the level of a person's feelings after the performance o r perceived results are compared to expectations. If the quality of service applied in a food company will g ive its customers morning satisfaction, likewise if the quality of service imp lemented in a co mpany will not give satisfaction to its consumers (Munita et al, 2018). Therefore the company will provide mature customer service through quality service so that consumers feel satisfied so that the company can meet customer satisfaction (Fadillah et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

Service Performance Improvement During Pandemic Covid 19 Using Integrated Servqual and Six Sigma: Telecommunication and Information Industry Case Application

Hakim

Kalijaga

Indrawati

2020

JIEHIS

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The increase in users of the Wifi.id Corner internet service is not directly proportional to the service satisfaction obtained by the Wi-Fi.id Corner service. In fact, many Wifi.id Corner customers complain and still complain about the quality of Wifi.id Corner services ranging from unstable network problems, slow speeds, to problems with the location. An analysis is needed to find out these problems. The purpose of this study is to assess the level of customer satisfaction with service quality and determine the priority attributes in improving service Wi-Fi.id Corner. The method used in this research is Service Quality (SERVQUAL) and Six Sigma. From the research results, it is found that the services provided by PT X have not fulfilled the wishes of its customers optimally, this can be shown by the high gap value and low sigma value. The following are three attributes that are an important concern for the company because they have the lowest sigma value: environmental cleanliness Wifi.id Corner with gap and sigma values of -1.30 and 1.88, internet speed stability R2 with gap and sigma values Of -1, 27 and 1.85, it is rare for interference in accessing the internet R4 with gap and sigma values of -1.23 and 1.85.

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Analisis Kepuasan Pelanggan Terhadap Pelayanan Jasa Transportasi Massal Dengan Menggunakan Metode Servqual Pada PT. Mayasari Bakti (Studi Kasus : Rute Cileungsi - Blok M Jaya)

Cited by 2 publications

References 0 publications

Optimalisasi Penentuan Kriteria Penerima Bantuan Program Indonesia Pintar dengan Metode TOPSIS

Optimalisasi Penentuan Kriteria Penerima Bantuan Program Indonesia Pintar dengan Metode TOPSIS

Service Performance Improvement During Pandemic Covid 19 Using Integrated Servqual and Six Sigma: Telecommunication and Information Industry Case Application

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