TA DIGITAL
Analisis kualitas layanan terhadap kepuasan pelanggan pada PT (Taksi) Pandu Persada Sarana Mukti Semarang
PT (Taksi) Pandu Persada Sarana Mukti Semarang is one of companies which runs a service business especially in land transportation, taxi. In doing this business, the company has many competitors. To compete with them, the company should improve their management to give the best service to customers.
The purposes of the research on this final project are to identify the quality service and analyze the customers’ satisfaction about the services given by PT (Taksi) Pandu Persada Sarana Mukti Semarang, which consist of service quality dimensions such as Reliability, Responsiveness, Assurance, Empathy, and Tangible.
The techniques of collecting data are interviews, questionnaire, and literature review. The total of the questionnaires which were analyzed were 66. The result of questionnaire was analyzed by Customers’ Satisfaction Index which was used to measure the customers’ satisfaction by comparing the customers’ expectancy with the service. After service quality attributes had been calculated, then, it would be placed on Cartecius Diagram. This diagram could be used to identify service indicators which should be the priority, defended, decreased or eliminated. The result of this research showed that the customers’ satisfaction index of Reliability is 86.16%, Responsiveness is 89.81%, Assurance is 92.73%, Empathy is 94.78%, and Tangible is 81.89%.
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Karya Umum 
Filsafat 
Agama 
Ilmu-ilmu Sosial 
Bahasa 
Ilmu-ilmu Murni 
Ilmu-ilmu Terapan 
Kesenian, Hiburan, dan Olahraga 
Kesusastraan 
Geografi dan Sejarah