ANALISIS KINERJA KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA TELKOMSEL MALANG AREA

Sri Hadiati, Sarwi Ruci




Abstract


This research is to indentify the performance of service quality on customer satisfaction at Telkomsel Malang Area. The sample was choosen by using Simple Random Sampling Method. The population covers 1,125 customers, while the samples consist of 113 customers. The collected data were analyzed by using Cartesius Diagram. This diagram can be used to identity the service significance and customer satisfaction level on service quality of a company. The result of research shows that: customer service attitude (the first component) with ordinate (3.9115, 4.2124), the response towards customer complaint (the second component) with ordinate (3.7788, 4.2301) and additional facility (the fourth component) with ordinate (4.1062, 4.2389) are located at Quadrant I. It means that they are satisfying and considered important for the customers. Payment service (the fifth component) with ordinate (3.5664, 4.1062) is located at Quadrant III. It means that it is less satisfying and considered important to the customers. Ideally, the service time promptness should be shifted to Quadrant I, so that it can satisfy the customers. Hence, Grha Pari Sraya, Malang has to improve its service quality in terms of promptness time service.


Abstract in Bahasa Indonesia :

Penelitian ini untuk mengidentifikasi kinerja mutu jasa pada kepuasan pelanggan di Telkomsel Wilayah Malang. Contoh dipilih dengan menggunakan Metode Simple Random Sampling. Jumlah populasi 1125 pelanggan, sedangkan contohnya terdiri dari 113 orang pelanggan. Data yang terkumpul dianalisa dengan menggunakan diagram cartesius. Diagram ini bisa digunakan untuk mengidentifikasi jasa dan tingkat kepuasan pelanggan atas mutu layanan perusahaan. Hasil penelitian menunjukkan bahwa : perilaku layanan pelanggan (komponen pertama) dengan ordinat (3.9115, 4.2124), tanggapan atas keluhan pelanggan (komponen kedua) dengan ordinat (3.7788, 4.2301) dan fasilitas tambahan (komponen keempat) dengan ordinat (4.1062, 4.2389) terletak pada kuadran I. Berarti mereka puas dan dipandang penting bagi pelanggan. Jasa pembayaran (komponen kelima) dengan ordinat (3.5664, 4.1062) terletak pada kuadran III. Berarti kurang memuaskan dan dipandang penting bagi pelanggan. Idealnya, ketepatan waktu pelayanan perlu dipindah ke kuadran I, sehingga mampu memuaskan pelanggan. Oleh sebab itu, Grha Pari Sraya, Malang harus menyempurnakan mutu jasa perihal ketepatan waktu palayanan.

Kata kunci : signifikansi jasa, kepuasan pelanggan, mutu layanan perusahaan, ketepatan waktu layanan.


Keywords


service significance, customer satisfaction, service quality of a company, promptness time service.

Full Text: PDF

The Journal is published by Faculty of Economics, Department of Management - Petra Christian University. It available online supported by Directorate General of Higher Education - Ministry of National Education - Republic of Indonesia.

©All right reserved 2016.Jurnal Manajemen dan Kewirausahaan, ISSN: 1411-1438, e-ISSN: 2338-8234

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