TA DIGITAL
Persepsi terhadap pelayanan klaim pada PT Jasa Raharja (Persero) Kantor Perwakilan Pati
Customer service quality can only be understood from the viewpoint of consumers. Although customer service is often intangible and difficult to understand, it still can be viewed, heard, and felt.
This research aims to determine the characteristics and claiment perceptions. This final project is limited to the characteristics claiment covering gender, age, latest education, jobs, accidents suffered and claiment perception that is based on five dimensions of SERVQUAL (tangible, reliability , responsiveness , assurance, and emphaty).
Data collection is done by way of interviews, questionnaires, and literature. The results of this final project are: that claiments are mostly male gender (52,5%), age between 26-35 years (35%), the last high school educated (45%), have jobs farmers (37,5%), and suffered minor injuries (50%). Of all aspects of the 5-dimensional SERVQUAL, of most claiments agree, but several claiments disagree with the 5 dimensions SERVQUAL. This indicates that the service performed PT Jasa Raharja (Persero) Pati Representative Office is good.
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