ANALISIS KUALITAS LAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA PT. BARITO SAMUGARA TRANS ENERGY DI KAL-SEL DAN KAL-TENG

Saputra, Ricky Julianto (2020) ANALISIS KUALITAS LAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA PT. BARITO SAMUGARA TRANS ENERGY DI KAL-SEL DAN KAL-TENG. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Penelitian ini bertujuan untuk mengetahui : (1) untuk mengetahui pelayanan yang diberikan PT. Barito Samugara Trans Energy, dan mengetahui respon konsumen terhadap pelayanan yang diberikan PT. Barito Samugara Trans Energy, (2) untuk mengetahui upaya yang dapat meningkatkan kepuasan pelanggan di PT. Barito Samugara Trans Energy. Penelitian ini menggunakan rancangan penelitian metode kualitatif. Penelitian kualitatif yang artinya penelitian tentang riset yang bersifat deskriptif. Kualitas pelayanan di PT. Barito Samugara Trans Energy yang dilakukan berupaya untuk memenuhi kebutuhan dan keinginan pelanggan, serta ketetapan penyampaian untuk mengimbangi harapan pelanggan. Karena itu PT. Barito Samugara Trans Energy merumuskan strategi dan program pelayanan perusahaan berdasarkan pada kepentingan pelanggan dengan memperhatikan komponen kualitas dan kepuasan pelanggan. Kepuasan pelanggan dapat terwujud apabila harapan dari pelanggan akan pelayanan jasa supplier BBM (bahan bakar minyak) dapat terpenuhi dari kualitas pelayanan yang diberikan PT. Barito Samugara Trans Energy. Kualitas pelayananan tersebut dapat terwujud dalam dimensi pelayanan jasa yaitu tangible, reliability, responsiveness, assurance, dan empathy, dengan menemukan bukti nilai keseluruhan yang menyatakan sangat setuju sebesar 72% dan yang menyatakan setuju sebesar 28%, sedangkan kepuasan pelanggan yang sebagian besar menyatakan sangat setuju sebesar 81% dan yang menyatakan setuju sebesar 19%. Jadi, dapat disimpulkan bahwa kualitas pelayanan terhadap kepuasan pelanggan di PT. Barito Samugara Trans Energy, pelanggan sangat puas terhadap pelayanan yang diberikan perusahaan. This study aims to find out: (1) to find out the services provided by PT. Barito Samugara Trans Energy, and know the consumer response to the services provided by PT. Barito Samugara Trans Energy, (2) to find out efforts that can increase customer satisfaction at PT. Barito Samugara Trans Energy. This study uses a qualitative research method design. Qualitative research, which means research on research that is descriptive. Quality of service at PT. Barito Samugara Trans Energy undertook to meet the needs and desires of customers, as well as the delivery provisions to balance customer expectations. Therefore PT. Barito Samugara Trans Energy formulates the company's service strategy and program based on customer interests by taking into account the quality and customer satisfaction components. Customer satisfaction can be realized if the expectations of customers will service suppliers of fuel (fuel oil) can be fulfilled from the quality of services provided by PT. Barito Samugara Trans Energy. The quality of service can be manifested in the dimensions of services namely tangible, reliability, responsiveness, assurance, and empathy, by finding evidence of an overall value that states strongly agree by 72% and those who agree agree by 28%, while customer satisfaction, most of which states strongly agree amounted to 81% and those who agreed agreed at 19%. So, it can be concluded that the quality of service to customer satisfaction at PT. Barito Samugara Trans Energy, customers are very satisfied with the services provided by the company.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Pelayanan, Pelanggan, Kepuasan Service, Customers, Satisfaction
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Depositing User: Ricky Julianto Saputra
Date Deposited: 21 Sep 2020 02:56
Last Modified: 21 Sep 2020 02:56
URI: http://eprints.uniska-bjm.ac.id/id/eprint/2097

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