Kualitas karyawan untuk meningkatkan pelayanan prima terhadap pelanggan komplain dialfamart transkalimantan km.8 handil bakti kabupaten barito kuala

Amaliah, Noor (2020) Kualitas karyawan untuk meningkatkan pelayanan prima terhadap pelanggan komplain dialfamart transkalimantan km.8 handil bakti kabupaten barito kuala. Diploma thesis, Universitas islam kalimantan MAB.

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Abstract

Noor Amaliah, NPM. 16.12.0016 "Employee Quality To Improve Excellent Service For Complaints Customers in Alfamart Trans Kalimantan KM. 8 Handil Bakti Barito Kuala Regency ". The research objective was to determine (1) the quality of employees in providing excellent service to customer complaints at Alfamart. (2) barriers to employee quality in improving excellent service to customer complaints at Alfamart and (3) efforts to overcome employee quality barriers in improving service excellence to customer complaints at Alfamart. The research method is descriptive qualitative. Data were collected by observation, interviews and documentation. Interviews were conducted with shop heads, employees and consumers. Data analysis was done descriptively to draw conclusions. The results showed (1) the quality of Alfamart employees in providing excellent service is still not optimal, education is also still at the high school level. (2) barriers to the quality of employees in providing excellent service are employees do not understand the concept of excellent service well, and employees do not have the ability to handle consumer complaints, (3) Alfamart can provide gradual training to employees about excellent service and how to handle customer complaints. Noor Amaliah, NIM. 16.12.0016 “Kualitas Karyawan Untuk Meningkatkan Pelayanan Prima Terhadap Pelanggan Komplain di Alfamart Trans Kalimantan KM. 8 Handil Bakti Kabupaten Barito Kuala”. Tujuan penelitian untuk mengetahui (1) kualitas karyawan dalam memberikan pelayanan prima pada pelanggan komplain di Alfamart. (2) hambatan kualitas karyawan dalam meningkatkan pelayanan prima terhadap pelanggan komplain di Alfamart dan (3) upaya mengatasi hambatan kualitas karyawan dalam meningkatkan pelayanan prima terhadap pelanggan komplain di Alfamart. Metode penelitian ialah deskriptif kualitatif. Data dikumpulkan dengan observasi, wawancara dan dokumentasi. Wawancara dilakukan pada kepala toko, karyawan dan konsumen. Analisa data dilakukan secara deskriptif untuk penarikan kesimpulan. Hasil penelitian menunjukkan (1) kualitas karyawan Alfamart dalam memberikan pelayanan prima masih belum maksimal, pendidikan juga masih pada tingkat SLTA. (2) hambatan kualitas karyawan dalam memberikan pelayanan prima adalah karyawan belum memahami dengan baik konsep pelayanan prima, dan karyawan belum memiliki kemampuan menangani keluhan konsumen, (3) Alfamart dapat memberikan pelatihan bertahap pada karyawan tentang pelayanan prima dan cara menangani pelanggan yang komplain.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Pelayanan Prima, Keluhan Pelanggan Excellent Service, Customer Complaints
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Noor Amaliah
Date Deposited: 18 Nov 2020 06:34
Last Modified: 18 Nov 2020 06:34
URI: http://eprints.uniska-bjm.ac.id/id/eprint/3594

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