Kumpulan Skripsi & Artikel Jurnal Ilmiah

2009

Peningkatan layanan corporate PT. Intan Ustrix sebagai salah satu daya saing perusahaan

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Author : CHRISTANTI, HANA

Upaya untuk meningkatkan kepuasan pelanggan PT. Intan Ustrix dilakukan dengan menggunakan pengukuran skala likert untuk mengetahui seberapa besar tingkat kepuasan pelanggan PT. Intan Ustrix yang bertujuan untuk membawa keuntungan bagi perusahaan. Metode penelitian yang digunakan adalah dengan mensurvei beberapa pelanggan PT. Intan Ustrix.

Keyword : customer satisfaction

Sumber : http://repository.petra.ac.id/2680/

Faktor-faktor yang mempengaruhi kepuasan pelanggan pemegang membership card Kafe Excelso di Plasa Tunjungan Surabaya

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Author : NATALIA, YUVI

Persaingan usaha dalam mencapai kepuasan pelanggan terjadi pada usaha memasarkan kafe, misalnya yang dialami oleh Kafe Excelso yang berada di Plaza Tunjungan, Surabaya. Kafe Excelso menawarkan membership card sebagai upaya menarik pelanggan baru dan mempertahankan pelanggan yang ada agar puas. Sesuai dengan konsepnya, kepuasan pelanggan dipengaruhi oleh beberapa faktor, yaitu kualitas layanan, kualitas produk, harga, faktor situasi, dan faktor personal. Dari hasil analisis faktor terhadap 130 responden, yang merupakan pelanggan pemegang membership card Kafe Excelso, ternyata lima faktor yang mempengaruhi kepuasan pelanggan yang disebutkan di atas masih relevan, hanya saja hirarkinya berdasarkan kontribusi setiap faktor berubah. Faktor yang paling besar mempengaruhi kepuasan pelanggan pemegang membership card Kafe Excelso adalah faktor situasi, disusul faktor kualitas layanan, harga, faktor personal, dan terakhir adalah faktor kualitas produk.

Keyword : customer satisfaction, services quality, product quality, price, situational factors, personal factors

Sumber : http://repository.petra.ac.id/943/

Pengukuran kualitas layanan rumah makan Lesehan Joyo di Sidoarjo menggunakan metode servqual

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Author : , STEVANUS

Menurunnya jumlah pelanggan sebesar 6% membuat pihak rumah makan ingin melakukan pengukuran kualitas pelayanan untuk mengetahui tingkat kepuasan pelanggan terhadap pelayanan rumah makan Lesehan Joyo. Selain itu pihak rumah makan Lesehan Joyo ingin mengetahui positioning rumah makan diantara pesaingnya. Metode yang digunakan dalam penelitian ini adalah Servqual. Metode ini digunakan untuk mengetahui besarnya kesenjangan antara harapan dan kenyataan dari pelayanan yang diberikan pihak rumah makan terhadap para pelanggannya. Kemudian pelayanan-pelayanan tersebut dikelompokkan ke dalam lima dimensi Servqual. Penelitian ini memberikan hasil bahwa terjadi kesenjangan pada semua dimensinya, yaitu tangible, reliability, responsiveness, assurance dan emphaty dengan rata-rata gap keseluruhan sebesar -1,02. Kesenjangan itu terjadi disebabkan karena persepsi manajemen yang kurang terhadap persepsi pelanggan, serta spesifikasi standar kualitas yang kurang baik. Usul perbaikan yang disarankan adalah melakukan pengawasan dan monitor secara berkala, menambahkan sejumlah wall fan dan sejumlah lampu di beberapa tempat.

Keyword : customer satisfaction, service quality, gap, positioning

Sumber : http://repository.petra.ac.id/3889/

Analysis of implementation service convenience (a case study of PT. Panca Perkasa Laksana)

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Author : GARJITO, ADITYA

This research examines the relation between service conveniences and customer satisfaction in PT Panca Perkasa Laksana, where PT. Panca Perkasa Laksana is a business to business based. Service convenience can be defined as a concept about saving customer time and effort. Service convenience consists of 5 factors, which are decision convenience, access convenience, transaction convenience, benefit convenience and post benefit convenience. The writers use questionnaires to get feedback about service convenience in the business and how satisfy they are. The writers process the data gathered using SPSS program to determine how strong one factor to the customer satisfaction is. The writers believe that customer satisfaction could increase and maintain number of sales, as one of the major problem in the business is declining number of sales in the last 5 years.

Keyword : service convenience, customer satisfaction, business to business

Sumber : http://repository.petra.ac.id/2028/

Influencing factors of customer satisfaction of calcium market in Indonesia: a case study of PT. XYZ

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Author : ARY, YUSUF

Although there is a cross over, business-to-business (B2B) marketing is different from consumer (B2C) marketing in deep and fundamental ways, of which certainly affects the way that business-to-business marketing should be carried out. There are five hygiene factors, which comprise of quality, service, price, reliable delivery, speedy delivery, dominating the minds of buyers of business-to-business market. These factors are the primary factors which buyers experience. Additionally, company, which is able to deliver pleasant experience to its customer, will gain loyalty from customer through time. This research is aimed to identify factors with significant relationship towards customer satisfaction. Analysis is taken by employing cross tabulation analysis (Chi-square) and validity and reliability tests. All in all, despite that PT XYZ is able to satisfy most customers, it is found that PT XYZ is not able to optimize its customer experience management in order to control customer satisfaction. It is found that there is no significant relationship between length of becoming PT XYZ’s customer and overall customer satisfaction. Furthermore, speedy delivery appears to be the most significant independent variable towards overall satisfaction. It is, then, followed by quality, service, reliable delivery, and price.

Keyword : business to business, calcium industry, customer experience management, customer satisfaction

Sumber : http://repository.petra.ac.id/5046/

The Relationship of direct – moderated variables and customer satisfaction to customer loyalty in real estate industry of PT Ciputra Surya Tbk (Citraraya Surabaya)

Author : INDRIANI, NITA

This research is analyzing the relationship of Direct – Moderated Variables and Customer Satisfaction to Customer Loyalty level of a brand in the real estate industry. The population of the research is the customer of PT Ciputra Surya Tbk. The analysis tool is regression model of SPSS version 12.0. The result is there is significant relationship among those variables, and the Direct – Moderated variables are having stronger relationship to Customer Loyalty rather than Customer Satisfaction itself.

Keyword : customer loyalty, direct variables, moderated variables, customer satisfaction, pt ciputra surya tbk (citraraya surabaya)

Sumber : http://repository.petra.ac.id/2722/

A Study on the service value, customer satisfaction, customer loyalty, and company?s revenue growth as a chain relationship in PT.IMSI: the service Profit Chain model approach

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Author : CAROLLINA, NOVIANTY

Honda is one of car global brand as it is being produced in Japan. Therefore as Honda Company has made its way to global enrichment, it produces Honda cars not only in Japan. Currently PT. IMSI is a car distributor (main dealer) in East Java, Bali and Lombok. PT. IMSI is a potential company, it has its strengths in some parts but also there were some problems appear in the company. This FAR was focusing in the service value, customer satisfaction, customer loyalty, and companies? revenue growth as a chain relationship in the Service Profit Chain model approach as currently service is a crucial part in the business era. The results of the research show the relationship between service value, customer satisfaction and customer loyalty was associated positively. However, there was no association between customer loyalty and revenue growth after all. Based on the problems appeared in the company and the findings, management of IMSI could develop its business performances by developing company?s competitive strategy and management philosophy on the basis of this analysis.

Keyword : service profit chain, service value, customer satisfaction, customer loyalty, revenue growth

Sumber : http://repository.petra.ac.id/1091/

Analisa kepuasan pelanggan di Mango Terrace Restaurant dengan metode servqual

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Author : PURNAMADEWI, LIENA

Mango Terrace Restaurant mempunyai permasalahan yaitu menurunnya penjualan yang terjadi cukup drastis dan tidak diketahui apa yang menjadi penyebab penurunan penjualan tersebut. Oleh karenanya diperlukan penelitian awal untuk mengetahui bagaimana kepuasan pelanggan terhadap fasilitas, layanan serta kualitas yang diberikan oleh pihak Mango Terrace Restaurant dengan menggunakan metode Servqual serta bagaimana posisi Mango Terrace di antara para pesaingnya. Berdasarkan hasil penelitian dapat diketahui bahwa terdapat gap negatif pada gap lima sebesar -0.34. Penyebab utamanya adalah standar yang ditetapkan manajemen belum sesuai dengan persepsi manajemen (gap 2) sebesar -0.66.

Keyword : customer satisfaction, servqual

Sumber : http://repository.petra.ac.id/3989/

Pengukuran kepuasan pelanggan harian Surya di Surabaya Selatan berdasarkan kualitas produk dan kualitas jasanya

Author : YULIANTI, AMELIA

Pada era menjelang perdagangan bebas ini, persaingan dalam dunia bisnis dan perindustrian menjadi semakin keras. Hal ini juga berpengaruh pada kehidupan dunia industri persuratkabaran, dimana hal ini terlihat dari naik-turunnya oplah surat kabar yang terjual. Selain itu, pembebasan pengeluaran Surat Izin Usaha Penerbitan Pers (SIUPP) sejak 28 Mei 1998 juga menjadi salah satu penyebab makin banyaknya surat kabar baru yang bermunculan yang akhirnya menjadikan persaingan di dalam dunia industri persuratkabaran itu menjadi semakin keras. Persaingan dalam industri persuratkabaran tersebut juga terjadi dengan amat keras di Surabaya, terutama juga di Surabaya Selatan, yaitu antara Harian Pagi Surya dengan Harian X. Agar dapat tetap bertahan di tengah persaingan tersebut, maka perlu dilakukan penelitian tentang kepuasan pelanggan Harian Pagi Surya dibandingkan dengan Harian X di wilayah Surabaya Selatan. Penelitian tersebut dilakukan agar nantinya PT Antar Surya Jaya dapat mengukur kepuasan pelanggan Harian Pagi Surya untuk dijadikan sebagai masukan dalam mengambil kebijakan dalam rangka meningkatkan kepuasan pelanggannya itu, sehingga nantinya Harian Pagi Surya dapat tetap bersaing di pasaran. Penelitian mengenai pengukuran kepuasan pelanggan Harian Pagi Surya ini dilakukan dengan metode analisa regresi. Melalui penelitian tersebut diketahui sub-sub variabel mana sajakah dari variabel kualitas produk dan kualitas jasa yang berpengaruh terhadap kepuasan pelanggan Harian Pagi Surya di Surabaya Selatan, yaitu sub variabel assurance dan reliability dari variabel kualitas jasa, sub variabel perceived quality dari variabel kualitas produk, dan sub variabel emphaty serta responsiveness dari variabel kualitas jasa. Sedangkan untuk sub-sub variabel lainnya yang tidak berpengaruh terhadap kepuasan pelanggan tersebut harus diperbaiki agar nantinya dapat meningkatkan kepuasan pelanggan Harian Pagi Surya.

Keyword : newspaper industry, south surabaya, morning daily surya, daily newspaper X, customer satisfaction, regression analysis, product quality, service quality.

Sumber : http://repository.petra.ac.id/2314/

The Analysis of customer preference factors that influence the satisfaction

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Author : C, CLAUDIA

Every company in every sector in this world is struggling to keep their existence and leading in the market including keeping the market notice them, satisfied toward the usage their product and then hopefully become loyal toward the brand. This research would like to inform the factors among elements of customers? preferences to hair extension and their influences to customers? satisfaction. By involving 370 hair extension customers, the collecting data is accomplished using questionnaire. The data are processed by using factor analysis and advanced by multiple linier regression models. The result is that, there are three factors among elements of customers? preferences to hair extension, they are, products characteristics, service, and products variance. Therefore, from those three factors only two factors of customer preferences are influencing the customer satisfaction significantly; they are products characteristics and service. It can be seen by using t test that have significant value less than 5%. Yet, the product variance factor does not influence customer satisfaction significantly. It can be seen by using t test that has significant value more than 5%.

Keyword : customer preference, customer satisfaction, customer loyalty, product characteristic, service

Sumber : http://repository.petra.ac.id/5127/

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