TA DIGITAL
Analisis kepuasan pengguna jalan tol sebagai upaya peningkatan kualitas pelayanan pada PT Jasa Marga (Persero) TBK. Cabang Semarang
Every company tries to know how to give the best service to their customers, that is why it is necessary to know about what customers want and need. PT Jasa Marga (Persero) Tbk. Cabang Semarang is a company working in service free away. As a service company, the marketing strategy must be appropriately developed to attract customers, and one of those strategies is giving good service to customers.
The aims of this final project report are to identify service given by PT Jasa Marga (Persero) Tbk. Cabang Semarang to their customers and to analyze customers satisfaction rate of it’s service. Data were collected by interview, distributing questionnaires to customers and literature study.
The report uses service quality variables, such as reliability, responsiveness, assurance, empathy, and tangibles. The data were analyzed using the Importance Performance Analysis and Customers Satisfaction Index. Cartesius diagram was used to find out priority of improvement. It is divided into four parts are quadrant A representing primary priority, B for maintenance achievement, C for low priority and D for excessive priority.
The analysis result shows that most respondents proper rate was 83,61% to 90,10% and the performance was between 3,36 to 3,65. It was concluded that the performance of PT Jasa Marga (Persero) Tbk. Cabang Semarang has been good and the average of customers have been satisfied with service quality given by PT Jasa Marga (Persero) Tbk. Cabang Semarang.
Tidak tersedia versi lain
Karya Umum 
Filsafat 
Agama 
Ilmu-ilmu Sosial 
Bahasa 
Ilmu-ilmu Murni 
Ilmu-ilmu Terapan 
Kesenian, Hiburan, dan Olahraga 
Kesusastraan 
Geografi dan Sejarah