Kualitas Pelayanan Pada PT Keiga Anindha

Santa Helena; Shalahuddin Shalahuddin

Santa Helena Manajemen Administrasi; Universitas Bina Insani
Shalahuddin Shalahuddin Manajemen Administrasi; Universitas Bina Insani

Abstract

Abstrak: Keberhasilan suatu perusahaan jasa tentunya sangat ditentukan oleh usaha yang dilakukan perusahaan untuk meraih suatu kepuasan pelanggan. Penelitian ini bertujuan untuk mengetahui bagaimana kualitas pelayanan yang dirasakan oleh pelanggan pada PT Keiga Anindha Indonesia. Penelitian ini merupakan penelitian kuantitatif dengan jenis penelitian asosiatif. Populasi dalam penelitian ini konsumen yang ikut pelatihan dan sampel sejumlah 21 responden. Pengambilan sampel dilakukan menggunakan kuesioner yang disebarkan melalui Google Form. Penelitian ini menggunakan data primer yaitu data yang didapatkan melalui pengamatan langsung dan sumber informasi dari kepala kantor pemasaran dan dukungan dokumen. Metode pengumpulan data yang digunakan pada penelitian ini adalah observasi dan kuesioner. Kualitas pelayanan pada PT Keiga Anindha Indonesia sudah menerapkan indikator 5 dimensi kualitas pelayanan. Berdasarkan hasil penelitian melalui Google Forms mengenai kualitas pelayanan pelanggan terdapat 21 responden yang merupakan siswa PT Keiga Anindha Indonesia. Hasil penelitian menyatakan bahwa pelayanan yang diberikan sudah Baik terlihat dari perhitungan Skala Likert atau teori tentang kualitas pelayanan dengan indikator lima dimensi yaitu Tangible (bukti fisik), Reliability (keandalan), Responsiveness (daya tanggap), Assurance (Jaminan), Emphaty (empati).

Kata kunci: Pelanggan, Kualitas Pelayanan, Kepuasan Pelanggan, Dimensi Kualitas.

Abstract: The success of a service company is certainly very much determined by the efforts made by the company to achieve customer satisfaction. This study aims to determine how the quality of service perceived by customers at PT Keiga Anindha Indonesia. This research is quantitative research with the type of associative research. The population in this study were consumers who participated in the training and a sample of 21 respondents. Sampling was carried out using a questionnaire distributed through Google Form. This study uses primary data, namely data obtained through direct observation and sources of information from the head of the marketing office and document support. Data collection methods used in this study were observation and questionnaires. Service quality at PT Keiga Anindha Indonesia has implemented 5 dimensions of service quality indicators. Based on the results of research through Google Forms regarding the quality of customer service, there are 21 respondents who are students of PT Keiga Anindha Indonesia. The results of the study stated that the services provided were good, as seen from the Likert Scale calculation or the theory of service quality with five-dimensional indicators, namely Tangible (physical evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (guarantee), Empathy (empathy).

Keywords: Customers, Service Quality, Customer Satisfaction, Quality Dimensions.

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