USMANDARI, KRISTIANI (2016) PENERAPAN KUALITAS PELAYANAN PADA BENGKEL USAHA MAJU JAYA DI PALEMBANG. Other thesis, POLITEKNIK NEGERI SRIWIJAYA.
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Abstract
The title of this final report is “The quality of service at the Usaha Maju Jaya workshop in Palembang”. This report describes the services applied by Usaha Maju Jaya workshop based on qualities such asreliability, responsiveness, sympathy and empathy. This topic was selected to determine the quality of the serviceat the Usaha Maju Jaya workshop. The data is analyzed by measuring the quality of the service as a percentage, and interpreting the score by using Microsoft Excel. Based on the processed data, the implementation of service quality scores showed that 82% of services have been implemented in the Usaha Maju Jayaworkshop while 28%? are influenced by other factors. In fact, based on the services that have been implemented, the workshop Usaha Maju Jaya has implemented services that are available with others. Thus, the workshop Usaha Maju Jaya must maintain the quality of service that they are applying, and meet the ineffectiveness caused by several factors such as the modern facilities and equipment, the creation of service improvements, and implement 3S, so that the customers feel happy and satisfied with the services provided.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Kualitas dan Kuantitas Pelayanan, Lima Dimensi |
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | Business Administration > Undergraduate Theses |
| Depositing User: | Mrs Trisni Handayani |
| Date Deposited: | 06 Feb 2017 02:23 |
| Last Modified: | 06 Feb 2017 02:23 |
| URI: | http://eprints.polsri.ac.id/id/eprint/3279 |
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