TA DIGITAL
Persepsi pelanggan terhadap pelayanan jasa service alat berat PT Traktor Nusantara cabang Semarang
Customer satisfaction is associated with the quality of service. Service Quality can be determined by comparing the perceptions of customers for the services they receive clearly, above those obtained from the actual service they expect. PT. Traktor Nusantara Branch Semarang is a company engaged in the field of providers of heavy equipment, construction tools and industrial equipment distributor of various kinds. Service is often also referred to as improvement. Repair process does not require equalization suitable to initial conditions.
This research uses a quantitative approach analized using descriptive type method..Data are collected by literature study, documentation, observation, interviews, and questionnaire. The respondens of the interview are employees of PT Traktor Nusantara Branch Semarang. The respondens of the questionnaire are 92 customers of PT Traktor Nusantara Branch Semarang.
Result of the reserch shows that the customer satisfaction of PT Traktor Nusantara Branch Semarang is analyzed, for the differences between the performance and the interests of consumers against the service of tangible, reliability, responsiveness, assurance, and emphaty of PT Traktor Nusantara Branch Semarang.
The conclusion based on customer satisfaction Index recapitulation between Performance and interests shows Tangible by 97.94% in the category of content, while the Reliability of 102.94% in the category is satisfactory, Responsiveness by 105.32% in the category is very satisfactory, Assurance of 105.42% in the category is satisfactory, and Empathy by 106.71% in the category are also satisfactory.
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