Record Details

Analisis Kepuasan Pelayanan dan Loyalitas Pelanggan dengan Menggunakan Metode Servqual, IPA, dan QFD di Terminal Teluk Lamong

Business and Finance Journal

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Title Analisis Kepuasan Pelayanan dan Loyalitas Pelanggan dengan Menggunakan Metode Servqual, IPA, dan QFD di Terminal Teluk Lamong
 
Creator Saffan, Dafazal
Syairudin, Bambang
Achmadi, Fuad
 
Subject job description
leadership
employees performance
working environment
motivation
 
Description Service is a very important element in the effort to increase customer satisfaction and loyalty. Basically, the position of these services is a supporting factor to the service activities of PT Terminal Teluk Lamong. The number of service users who did online booking in counters and complaints in the services provided to encourage researchers to conduct research. The study population was a customer Terminal Teluk Lamong the number 312 company. The total sample of 75 respondents using the sampling method used is purposive sampling and Slovin formula. The analysisused in knowing the fit between the expectations and reality, used models Cartesian diagram. The results of the Cartesius diagram is processed with the House of Quality in QFD. The results of the analysis of SERVQUAL and QFD shows that five (5) top priority in efforts to improve customer satisfaction Terminal Teluk Lamong, namely: (1) evaluate the SOP of the process behandle, (2) adding personel to the clerk TKBM in behandle locations, (3) provide specialized training for officersat the behandle location, (4) Trying to establish a communication network with the Customs, if the service users experiencing problems in the management of NPE, and (5) Increases forklift unit if necessary.
 
Publisher UNUSA Press
 
Date 2018-08-18
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://journal2.unusa.ac.id/index.php/BFJ/article/view/412
10.33086/bfj.v3i1.412
 
Source Business and Finance Journal; Vol. 3 No. 1 (2018): March
Jurnal Bisnis dan Keuangan; Vol 3 No 1 (2018): March
2477-393X
2527-4872
10.33086/bfj.v3i1
 
Language eng
 
Relation https://journal2.unusa.ac.id/index.php/BFJ/article/view/412/367
 
Rights Copyright (c) 2018 Dafazal Saffan, Bambang Syairudin, Fuad Achmadi
https://creativecommons.org/licenses/by-sa/4.0