PENTINGNYA KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN KONSUMEN PADA PT.DAYA ADICIPTA WISESA

ROVUA, NORCE (2018) PENTINGNYA KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN KONSUMEN PADA PT.DAYA ADICIPTA WISESA. Mahasiswa thesis, Politeknik Negeri Manado.

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Abstract

Quality of service is the level of excellence expected and control the level of these advantages to understand customer desires. The purpose of this research is to know the importance of service quality in increasing customer satisfaction at PT.Daya Adicipta Wisesa. In the preparation of this final task with writing techniques used is a qualitative analysis method, with data collection techniques of observation, interview, literature study. The discussion in this research raised the five dimensions contained in the quality of service, which encourages customer satisfaction. If the customer to ake various effort to keep the customer on what is given by the company. Five dimensions of service is an absolute guide that must be fulfilled and followed by the company in particular PT.Daya Adicipta Wisesa. The fulfillment of the dimensions of service can be done by improving the quality of human resources through training and provision and improvement of facilities supporting the work to create customer satisfactio, because customer satisfaction is very positive impact on the company, because the customer will be a regular customer and this will form a word of mouth recommendation that is profitable for the company where the business is longterm. The result of this study conculded that to improve the company‟s progress in the service of PT.Daya Adicipta Wisesa needs to keep improving service by applying five service dimension to be used as a reference in improving service quality. So that customer are satisfied with the services provided.

Item Type: Karya Ilmiah (Mahasiswa)
Uncontrolled Keywords: Quality of service, Satisfaction
Subjects: C Business Management and Administration > CE Tesis. Disertasi dan Skripsi
Divisions: Niaga > Jurusan Administrasi Bisnis
Depositing User: Mr Sonnie Marsabessy
Date Deposited: 29 May 2020 10:43
Last Modified: 29 May 2020 10:43
URI: http://repository.polimdo.ac.id/id/eprint/2036

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