TA DIGITAL
Analisis kepuasan pelayanan santuan sebagai upaya peningkatan kualitas pelayanan pada PT Jasa Raharja (Persero) cabang Jawa Tengah
This study is to find out how the service quality including reliability, responsiveness, assurance, emphaty, tangibles provided by the officer in PT Jasa Raharja (Persero) Cabang Jawa Tengah can satisfy the customers. The respondents’ response evaluated the importance and the performance of the company consisting the above five service quality dimensions.
The data were collected by distributing questionnaires to 80 respondents and studying literature. The data were analyzed by using the Importance Performance Analysis, Customers Satisfaction Index and Cartesius.
The result shows that the average performance was between 3.28 to 3.40, which meant that in overall the performance carried out by PT Jasa Raharja (Persero) Cabang Jawa Tengah was good. In overall,the variables of importance had the average scoreof 3.35 and the performance had 3.27. It was concluded that the customers were basically satisfied with the service given by the staff of PT Jasa Raharja (Persero) Cabang Jawa Tengah.
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