TA DIGITAL
Analisis Indeks Kepuasan Pelanggan Bedasarkan Pelayanan Customer Service Representative pada PT Telkom Cabang Ungaran
The purposes of this final project report are to determine the service attributes in the Customer Service Representative that customers want, to measure the level of importance for each attribute Service Customer Service Representative, to measure service quality Customer Service Representative, to analyze the appropriate level of service provided by the Customer Service Representative.
Data collection methods used in this study are interviews, literature study, a questionnaire, and observation. The data have been obtained were processed using Ms. Excel and SPSS. And to test the instrument or data collection instruments (questionnaires) with a validity test to ensure the validity of the questionnaire, followed by a reliability test to ensure questionnaire reliability. The analysis used in this study is to TKI (Level Conformity) to assess the level of interest and level of quality service at PT Telkom CSR Branch Ungaran based on variables that have been determined.
Results of this research are that all indicators of question in the questionnaire were tested with Person Correlations technique, then the results of the analysis are known to have a significance level of less than 0.05 and Cronbach Alpha for more than 0.6 so that it can be said that all the indicators in question are valid and reliable questionnaire, first the dimensions of the CSR level of service interests are considered important by the customer with an average score of 3.86 dimensions, second the dimensions of service quality level CSR is considered good by the customer with an average score of 3.70, third Cartesian diagrams based Performance and results of importance analysis is that these attributes in quadrant A top priority should be improved.
Attributes that should be improved priorities such as the availability of parking space, the ability of officers to provide information to customers clearly and precisely, the officers carrying out duties in a timely manner, ability to persuade and convince customers officers, and officers responded quickly to serve customers who come.
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