Fisabilirahman, Faizah Ats Tsaniyah (2026) Analisis Strategi Peningkatan Kualitas Layanan Dalam Meningkatkan Kepuasan Pelanggan Pada PT Sembilan Sepuluh Creative Studio Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The growth of the creative industry and the increasing demand for visual documentation have encouraged the development of camera rental service businesses. This condition requires companies not only to provide complete equipment but also to deliver high-quality services to customers. This research employed a qualitative descriptive approach. Data were collected through interviews, observations, and documentation. Informants consisted of the owner, frontliners, and customers selected using purposive sampling techniques. The results indicate that the service quality of PT Sembilan Sepuluh Creative Studio is generally good. The tangibles, assurance, and empathy dimensions received positive assessments from customers. However, several issues were identified in the reliability and responsiveness dimensions, including service delays, equipment unavailability, and slow customer service responses during peak periods. SWOT analysis revealed that the company’s strengths include complete equipment, good equipment quality, and strong customer relationships. Meanwhile, its weaknesses include service delays and suboptimal customer service responsiveness. Recommended strategies include improving service speed, strengthening operational systems, enhancing employee competencies, and optimizing digital technology to support customer service.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Faizah Ats Tsaniyah Fisabilirahman | ||||||||
| Date Deposited: | 20 Jul 2026 03:28 | ||||||||
| Last Modified: | 20 Jul 2026 05:16 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/55961 |
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