DARIYUS, DEKY (2014) ANALISIS TINGKAT KEPUASAN MUTU PELAYANAN PADA LEMBAGA BIMBINGAN BELAJAR MENGGUNAKAN METODE SERVQUAL (Studi Kasus pada Lembaga Bimbingan Belajar Primagama, Indramayu). Other thesis, UPN ''VETERAN'' YOGYAKARTA.
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Abstract
Seiring perkembangan industri baik jasa maupun manufaktur, kualitas merupakan hal yang sangat penting. Semakin baik kualitas produk/jasa dari perusahaan maka perusahaan akan lebih siap menghadapi persaingan bisnis yang sekarang semakin kompetitif. Seperti industri kesehatan yang tiap dekade selalu menunjukkan persaingan dalam bidang teknologi, inovasi dan pelayanan sehingga memungkinkan perusahaan untuk berkembang dan maju Penelitian ini dilakukan di Lembaga Bimbingan Belajar PRIMAGAMA Indramayu Jawa Barat khususnya pada siswa didiknya. Dari keanekaragaman kalangan pelanggan ini sering kali terjadi perbedaan-perbedaan persepsi dan harapan pelanggan terhadap jenis layanan/produk jasa yang diberikan Lembaga Bimbingan Belajar PRIMAGAMA. Pelanggan akan mempunyai banyak keinginan dan kebutuhan terhadap layanan/produk jasa yang diberikan Lembaga Bimbingan Belajar PRIMAGAMA, dengan alasan ini Lembaga Bimbingan Belajar PRIMAGAMA harus mempunyai strategi dan tindakan sebagai upaya untuk meningkatkan Total Quality Service perusahaan. Dari hasil perhitungan dan analisis yang telah dilakukan, maka dapat ditarik kesimpulan bahwa nilai kualitas pelayanan (Q) Lembaga Bimbingan Belajar PRIMAGAMA Indramayu rata-rata masih di bawah 1, namun dalam hal ini dikatakan cukup baik. Hanya saja memang perlu dilakukan usaha-usaha peningkatan yang lebih terarah dari pihak PRIMAGAMA agar kualitas pelayanannya semakin baik/meningkat. Kata Kunci : Quality Service, Servqual, Kesenjangan/GAP. As the development of both service and manufacturing industries, the quality is very important. The better the quality of the products / services of the company then the company will be better prepared to face competition that is now increasingly competitive business. As the healthcare industry has always shown that each decade of competition in the field of technology, innovation and services that enable companies to develop and advance This research was conducted at the Institute Tutoring Primagama Indramayu West Java, especially on her students. Of diversity among customers is often the case the differences of perception and expectations of the customers to the type of services / products rendered Tutoring Institute Primagama. Customers will have a lot of desire and need for services / products rendered Primagama Tutoring Institute, the reason is Agencies Tutoring Primagama must have a strategy and action in an effort to increase the Total Quality Service company. From the calculation and analysis has been done, it can be concluded that the value of quality of service (Q) Tutoring Institute Primagama Indramayu average is still below 1, but in this case said to be quite good. It's just that it is necessary to increase efforts are more focused than the Primagama that service quality is getting better / increased. Keywords : Quality Service, Servqual, GAP.
| Item Type: | Thesis (Other) |
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| Subjects: | T Technology > TS Manufactures |
| Divisions: | Faculty of Engineering, Science and Mathematics > School of Engineering Sciences |
| Depositing User: | Erny Azyanti |
| Date Deposited: | 30 Aug 2016 07:07 |
| Last Modified: | 30 Aug 2016 07:07 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/5875 |
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