TA DIGITAL
Citra pelayanan yang dipersepsikan konsumen pada PT Jasa Marga (PERSERO) TBK Cabang Semarang
In the world business, consumers are valuable assets for a company, especially for the companies in public service sector such as PT Jasa Marga (Persero) Tbk, cabang Semarang. Positive consumers opinion can create positive company’s image.Consumers opinion about company’s image is very important for company’s life, because positive image can help the company to have good relationship and acceptance from the consumers and public in general. To create positive image, a company needs someone who can function as Public Relations.
The purpose of this research was to identify the consumers perceptions about corporate’s image at PT Jasa Marga (Persero) Tbk, Semarang Branch as seen from the dimensions of image such as perception, cognition, motivation and attitude.
The data for this project were qualitative and quantitative from primary and secondary data. The data were collected by doing observation, interviews, literature studies and questionnaires to 100 respondent. The method to analyze the data was descriptive quantitative from SPSS program, the data obtained from the questionnaires were identified by percentage frequency.
The result of the survey stated that the determinant of image was perceived good by respondent, there were perception (74,8%), cognition (66,6%), motivation (68,6%) and attitude (68,4%).
When the result was analysed, it was concluded that most of respondents stated that corporate image was good.
It was recommended that the service quality and product quality at PT Jasa Marga (Persero) Tbk, cabang Semarang should be improved to increase
consumers’ loyalty so that the positive image would be increased.
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