ANDDRIJANTO, NADIA SARASABELLA (2021) ANALISIS KUALITAS LAYANAN BERDASARKAN PERILAKU PELANGGAN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (CSI) DAN POTENTIAL GAIN IN CUSTOMER VALUE (PGCV) DI PT. USTEGRA (USAHA TEHNIK GRAFIKA). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
PT. Ustegra is an Indonesian national private company that was founded in 2018. PT. Ustegra is engaged in manufacturing new rubber rolls and repair services. Problems at PT. Ustegra is in the field of marketing, especially in the sales department. There are sales statements that are not kept up, such as a fast, precise and in accordance with your wishes, causing customers to feel uncomfortable with the service at PT. Ustegra. This study uses the CSI method to understand the company's customer satisfaction and the quality of services provided by the company and PGCV to provide improvements. By using the CSI method, the IKP value is obtained, namely 42.73% or 0.4273, which is in the range of 0.35 - 0.50, which means that it is dissatisfied based on the IKP. Furthermore, the ranking was carried out using the PGCV method, so the ranking was obtained as a recommendation for improvement, namely Guarantee products in the hands of consumers safely (D3) of 14,3372, Having hotline services on consumer complaints (D4) of 13,794, Providing easy access to information about services PT. Ustegra (E1) of 13.6406, giving more attention to consumers of PT. Ustegra (E2) of 13,6406, has complete communication facilities to support the services of PT. Ustegra (A2) of 13,584. Keywords : Customer Satisfaction Index, Potential Gain Customer Value, Customer Satisfaction, quality of service
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Fatchullah Fatchullah | ||||||||
| Date Deposited: | 15 Jul 2021 04:32 | ||||||||
| Last Modified: | 15 Jul 2021 04:32 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/2294 |
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