APLIKASI ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN BUS DAMRI MENGGUNAKAN METODE SERVQUAL BERBASIS WEB MOBILE (STUDI KASUS : TRAYEK PALEMBANG – TANJUNG API API)

Amanda, Nisrina (2023) APLIKASI ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN BUS DAMRI MENGGUNAKAN METODE SERVQUAL BERBASIS WEB MOBILE (STUDI KASUS : TRAYEK PALEMBANG – TANJUNG API API). Other thesis, Politeknik Negeri Sriwijaya.

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Abstract

Aplikasi kepuasan pelanggan bus DAMRI trayek Palembang – Tanjung Api Api ini bertujuan untuk meningkatkan efektivitas proses pengumpulan, analisis, dan pelaporan data kepuasan pelanggan, sehingga dapat memberikan kontribusi yang lebih signifikan terhadap perbaikan pelayanan dan pengambilan keputusan. Input pada aplikasi yaitu berupa data responden yang telah mengisi kuesioner yang disediakan. Prosesnya melibatkan pengolahan data melalui metode Servqual yang mencakup lima dimensi kualitas pelayanan, yaitu kehandalan, daya tanggap, asuransi, empati, dan bukti fisik. Aplikasi ini akan mengolah data dari setiap dimensi tersebut untuk menghasilkan analisis yang lebih terstruktur dan komprehensif. Output dari aplikasi kepuasan pelanggan berupa data analisis tingkat kepuasan pelanggan terhadap layanan bus DAMRI. Data ini dapat digunakan sebagai acuan dalam menentukan prioritas perbaikan pelayanan. Dengan adanya analisis yang lebih mendalam dan terstruktur, keputusan perbaikan pelayanan dapat diambil berdasarkan fakta dan bukti yang lebih kuat. Hal ini juga berpotensi untuk meningkatkan transparansi dan akuntabilitas dalam penyelenggaraan layanan bus DAMRI trayek Palembang – Tanjung Api Api.

Item Type: Thesis (Other)
Uncontrolled Keywords: Aplikasi, Kepuasan Pelanggan, Servqual
Subjects: T Technology > T Technology (General)
Divisions: Informatics Management > Undergraduate Theses
Depositing User: Mr Bambang Anthony
Date Deposited: 04 Mar 2024 08:50
Last Modified: 04 Mar 2024 08:50
URI: http://eprints.polsri.ac.id/id/eprint/14661

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