TA DIGITAL
Analisis Kualitas Pelayanan pembayaran Rekening Telepon Rumah Terhadap Kepuasan Pelanggan Pada Plasa Telkom Kendal
Plasa Telkom Kendal is a place of Telkom’s service point which is managed by Telkom or corporation with partners. It is provided to serve the customer who wants to serve directly (face to face). The company is required to provide excellent service quality for customer to give customer satisfaction.
The aims of this final project are to determine the variables of the payments services that are considered important for the customer, to know the level of quality of payment services provided by Plaza Telkom Kendal, and to analyze the appropriate level of payment services provided to customers.
Data were collected by interviews, observation, literature study and questionnaire. The report uses service quality variables, such as tangibles, reliability, responsiveness, assurance, and empathy. The data were analyzed using the Importance Performance Analysis. Cartesius diagram was used to find out priority of improvement.
The analysis results show that the diagram Cartesians average score variable interest rate is 4.23, it was considered important and the level of service quality is 3.99, it was considered good by the customer.
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