TA DIGITAL
Tingkat kepuasan pengguna jalan tol terhadap kualitas pelayanan PT. Jasa Marga (PERSERO) TBK Cabang Semarang
The customers satisfaction is the important factor for the company to reach their purpose. PT Jasa Marga is the company that organize the toll road. The good service is the important thing for PT Jasa Marga to improve their income. Therefore the good quality service will satisfy the user of toll road
The purposes of the final project are firstly to know the quality of services provided by PT.Jasa Marga (Persero) Tbk, secondly to find out the level of customer satisfaction toward services given by PT. Jasa Marga.
The final project assignment is written using analysis-descriptive method. The techniques of taking sample are non random and quota sampling. The data were collected by doing interviews, literature studies and questionnaire. The population of this final project are the users of toll road, 100 are taken as samples.
The result of final project shows that the atribute for employee abilty at the scale of 3.61 is poor. It is recommended that PT. Jasa Marga (Persero) Tbk should improve the employee ability in facing the user with a right action in order to satisfy users with services quality given by PT. Jasa Marga (Persero) Tbk.
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