TA DIGITAL
Analisis tingkat kepuasan pelanggan (outlet) terhadap kualitas pelayanan pada PT. Sinar Sosro cabang Semarang
The purposes of the research are to find out the level of “customers” satisfaction especially the services quality at the outlets at PT Sinar Sosro Semarang Branch and to find out variable having the strongest and the weakest impact value on “customers” satisfaction at the outlets PT Sinar Sosro Semarang
Branch.
The methods in collecting data were interview, literature studies and questionnaire to 100 customers in Semarang outlets which sell products of PT Sinar Sosro Semarang Branch and the data were analyzed using quantitative method analysis. The data used the primary and secondary data.
from customers satisfaction index was on average 84.54% where the comparion between the performance and function was fulfilled or exceeded customers expectation, it could be concluded that the customers were generally satisfied.
There are two factors according to customers which should be improved because they were not satisfactority yet, that was employees did right services according customers need and effeciency of employees a moment gave services.
It is recommended that the management should fix delivery of product according to customers wishes so that the outlets do not run out of products when end user needed the products. This is to improve Reliability. While to improve Responsiveness, management should traini employees so that they have sprightly attitude and fast a moment customers services so that customers will not wait the arrival of products from company.
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