Abdillah Muchtar, Nim. 152018028 (2023) ANALISIS KEPUASAN PELAYANAN JASA BPJS KETENAGAKERJAAN DENGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL). Skripsi thesis, Universitas Muhammadiyah Palembang.

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Abstract

Good service quality is an advantage for the company. If a company or related institution has received a positive value in the eyes of consumers, then these consumers will provide good feedback. Therefore, it is very important to consider aspects of excellent service quality. The types of services that can be provided, for example, are in the form of convenience, speed, ability, and friendliness shown through attitudes and direct actions to consumers. The most popular service quality model is the Service Quality (SERVQUAL) model. the SERVQUAL model is based on a multi-item scale designed to measure customer expectations and perceptions, as well as the gap between them on the five dimensions of service quality (reliability, responsiveness, assurance, empathy, and tangibles). Based on the research results obtained from 94 customers, 93 of them are included in the unsatisfactory category, 1 customer is in the satisfying category and 0 customers are in the very satisfying category with an average value of 98.93% unsatisfactory, 1.06% satisfying and 0% very satisfying . Based on the percentage of customer questionnaire answers, it was found that the 5 indicators given in the questionnaire had different percentages of acquisition. Where the physical form indicator is 65.91%, the responsiveness indicator is 65.44%, the guarantee indicator is 67.27, the reliability indicator is 66.97%, and the empathy indicator is 65.23%. The above acquisition can be used as a reference for improving the company's quality

Item Type:	Thesis (Skripsi)
Additional Information:	1. Ir. H. A. Ansori masruri M.T 2. Rurry Patradhiani, S.t., M.T
Uncontrolled Keywords:	Key Words : Service Quality, Service Quality (Servqual), GAP Analysis
Subjects:	Manajemen > manajemen umum Manajemen > pengolahan data
Divisions:	Fakultas Teknik > Teknik Industri (S1)
Depositing User:	Mahasiswa Fakultas Teknik
Date Deposited:	09 Aug 2023 07:40
Last Modified:	09 Aug 2023 07:40
URI:	http://repository.um-palembang.ac.id/id/eprint/26120

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