Lucky Arasyah Sesario Silalong, . (2024) PENGUKURAN TINGKAT KEPUASAN PELANGGAN DENGAN SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS PADA PT. TARUNA BINA SARANA (LINC TERMINAL). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
![[img]](http://repository.upnvj.ac.id/style/images/fileicons/text.png) |
Text
ABSTRAK.pdf Download (130kB) |
|
Text
AWAL.pdf Download (1MB) |
|
Text
BAB 1.pdf Restricted to Repository UPNVJ Only Download (175kB) |
|
Text
BAB 2.pdf Restricted to Repository UPNVJ Only Download (267kB) |
|
Text
BAB 3.pdf Restricted to Repository UPNVJ Only Download (259kB) |
|
Text
BAB 4.pdf Restricted to Repository UPNVJ Only Download (374kB) |
|
Text
BAB 5.pdf Download (132kB) |
|
Text
DAFTAR PUSTAKA.pdf Download (136kB) |
|
Text
RIWAYAT HIDUP.pdf Restricted to Repository UPNVJ Only Download (99kB) |
|
Text
LAMPIRAN.pdf Restricted to Repository UPNVJ Only Download (1MB) |
|
Text
HASIL PLAGIARISME.pdf Restricted to Repository staff only Download (12MB) |
|
Text
ARTIKEL KI.pdf Restricted to Repository staff only Download (808kB) |
Abstract
PT. Taruna Bina Sarana (Linc Terminal) is facing intense competition in the petrochemical tank rental market at Pelindo Ciwandan, Banten. To maintain its competitive edge, the company needs to enhance the quality of its services. This study measures customer satisfaction with PT. Taruna Bina Sarana's services using the SERVQUAL, CSI, and IPA methods. Data was collected through questionnaires administered to 8 customers during the period of April-June 2024. SERVQUAL results indicate an average Q value of 0,91 and an average gap value of -0,37, suggesting that the service is still not meeting customer expectations. CSI results, on the other hand, show a value of 73.27%, indicating overall customer satisfaction. IPA analysis identifies the following attributes that require immediate improvement in quadrant I: A real-time tank status tracking system to facilitate easy monitoring of tank conditions and product deliveries, the availability of a variety of tank types with different capacities and specifications to meet diverse customer needs. Based on these findings, PT. Taruna Bina Sarana needs to: increase information channels about services and tank status, expand the variety of tank types offered. These efforts are expected to improve service quality, enhance customer satisfaction, and strengthen PT. Taruna Bina Sarana's competitiveness in the market.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2010312034] [Pembimbing: Yulizar Widiatama] [Penguji 1: Nanang Alamsyah] [Penguji 2: Mohammad Rachman Waluyo] |
| Uncontrolled Keywords: | PT. Taruna Bina Sarana (Linc Terminal), Service Quality, Customer Satisfaction Index, Importance Performance Analysis, Customer Satisfaction |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management T Technology > T Technology (General) T Technology > TA Engineering (General). Civil engineering (General) |
| Divisions: | Fakultas Teknik > Program Studi Teknik Industri (S1) |
| Depositing User: | LUCKY ARASYAH SESARIO SILALONG |
| Date Deposited: | 26 Jul 2024 04:04 |
| Last Modified: | 26 Jul 2024 04:04 |
| URI: | http://repository.upnvj.ac.id/id/eprint/31353 |
Actions (login required)
 |
View Item |