EGI SUGIH GINANJAR, 123010032 and Riza Fathoni Ishak, ds and Iman Firmansyah, DS (2017) Analisis Kepuasan Tenant Terhadap Pelayanan Dari Kawasan Industri dan Pergudangan De Prima Terra dengan menggunakan pendekatan Servqual dan IPA. Skripsi(S1) thesis, Fakultas Teknik.
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Abstract
Industrial and warehousing, De Prima Terra, is one of areas that provides facilities and services for industrial and warehouse opened in Bandung. As one of the providers of facilities and services, the management area manager should be able to maintain and improve the quality of service delivery infrastructure and services in order to face the competition and to satisfy consumers. In addition, De Prima Terra sometimes get complaints from customers of the quality of services and infrastructure provided by the management. Therefore it is necessary to improve the quality of services provided to customers so that customers can feel comfortable, secure and satisfied in performing his job or a business activity. In measuring the quality of services of the region De Prima Terra approaches Service Quality and Importance Performance Analysis which are aimed to measure the quality of waiters and proposed an improved quality of services based on the results of the perceptions and expectations of consumers, so that the management can improve competitiveness and less of consumer complaints by knowing caused and consumer expectations. In servqual quality measurement approach, the dimension qualities used 5 dimensions of parassuraman ie, Tangibles, Reliability, Responsiveness, Assurance and Empathy. In the data collection was conducted questionnaires to the tenant (owner) and the management in order to perform the calculations Gap 1 (Knowledge Gap) and Gap 5 (Service Gap). Based on this research, it was found that the ratings Gap1 produce attributes that have gaps or negative value of 16 attributes and attribute 8 has a positive value, which means that the perception of the consumer expectations management has particularly value gaps or Gap. Meanwhile, according to the results of Gap 5 stated that all attributes have Gap between consumer perception with customers' expectation with a total of -24.21 gap value and the average gap is -1, with the result as stated that the service perceived by customers is dissatisfaction. With that results, it is subsequently translated into quadrants in the Cartesian diagram, the results obtained are nine attributes that are in quadrant A, which means the attribute is a top priority that must be repaired, five attributes that go into the B quadrant meaning that must be defended, 5 attributes included in quadrant C, which means that attribute becomes a low priority and five attributes into the quadrant D, which means the less important attributes but the service is excellent. Keywords: Importance Performance Analysis, Satisfaction, Industrial, Consumer Perceptions and Expectations, Service Quality.
| Item Type: | Thesis (Skripsi(S1)) |
|---|---|
| Subjects: | S1-Skripsi |
| Divisions: | Fakultas Teknik > Teknik Industri 2017 |
| Depositing User: | Irwan Kustiawan |
| Date Deposited: | 20 Jan 2017 09:21 |
| Last Modified: | 20 Jan 2017 09:21 |
| URI: | http://repository.unpas.ac.id/id/eprint/14658 |
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