| dc.contributor |
Fakultas Teknik |
|
| dc.creator |
Firmansyah, Ridik |
|
| dc.creator |
Supena, Agus Nana |
|
| dc.creator |
Rukmana, Otong |
|
| dc.date |
2019-01-27 |
|
| dc.date.accessioned |
2019-09-12T02:08:15Z |
|
| dc.date.available |
2019-09-12T02:08:15Z |
|
| dc.identifier |
http://karyailmiah.unisba.ac.id/index.php/industri/article/view/16094 |
|
| dc.identifier.uri |
http://hdl.handle.net/123456789/22889 |
|
| dc.description |
Abstract . PT.Ekotik Indonesia is engaged in travel services that offer travel services out of town. This company is growing rapidly but the services provided are not well structured. The purpose of this study is to identify perceptions of service and customer expectations, measure customer satisfaction gaps between perception and expectations, analyze service quality that needs to be improved and design a service improvement process at PT. Exotic Indonesia. The purpose of this study was to identify perceptions of customer service and expectations, measure customer satisfaction gaps between perception and expectations, analyze service quality that needs to be improved and design a service improvement process at PT Eksotik Indonesia. Based on these objectives, the steps taken are by setting and grouping priority problems, distributing questionnaires, testing validity and reliability, processing data using the IPA method, and calculating the satisfaction score and expectation score average, analyzing weak aspects of improvement and redesigning weak aspects. Based on the analysis, the proposed service process of PT. Exotic Indonesia is done by designing a Service Blueprint, Standard Operational Procedure (SOP) for employees and servicesKeywords: Improtance Perfomance Analysis, Service Blueprint, Oprational Standards ProcedureAbstrak.PT.Eksotik Indonesia bergerak dibidang jasa travel yang menawarkan jasa perjalanan keluar kota. Perusahaan ini berkembang dengan pesat namun pelayanan yang diberikan belum terstruktur dengan baik. Tujuan penelitian ini adalah mengidentifikasi persepsi pelayanan dan ekspekstasi pelanggan, mengukur gap kepuasan pelanggan antara persepsi dan ekspektasi, menganalisis kualitas pelayanan yang perlu diperbaiki dan merancang proses perbaikan pelayanan pada PT. Eksotik Indonesia . Tujuan penelitian ini adalah mengidentifikasi persepsi pelayanan dan ekspekstasi pelanggan, mengukur gap kepuasan pelanggan antara persepsi dan ekspektasi, menganalisis kualitas pelayanan yang perlu diperbaiki dan merancang proses perbaikan pelayanan pada PT Eksotik Indonesia. Berdasarkan tujuan tersebut, langkah-langkah yang dilakukan yaitu dengan penetapan dan pengelompokan prioritas masalah, menyebarkan kuesioner, melakukan uji validitas dan reabilitas, mengolah data dengan menggunakan metode IPA, dan menghitung rata-rata score atribut kepuasan dan ekspektasi, menganalisis Aspek yang lemah perbaikan dan perancangan ulang aspek yang lemah. Berdasarkan analisis, usulan proses pelayanan PT. Eksotik Indonesia dilakukan dengan merancang Service Blueprint, Standar Oprational Procedur(SOP) untuk pegawai dan pelayanan. Kata Kunci : Analisis Kinerja Penting, Cetak Biru Layanan, Prosedur Standar Operasional |
|
| dc.format |
application/pdf |
|
| dc.language |
eng |
|
| dc.publisher |
Universitas Islam Bandung |
|
| dc.relation |
http://karyailmiah.unisba.ac.id/index.php/industri/article/view/16094/pdf |
|
| dc.rights |
Copyright (c) 2019 Prosiding Teknik Industri |
|
| dc.source |
Prosiding Teknik Industri; Vol 5, No 1, Prosiding Teknik Industri (Februari, 2019); 221 - 226 |
|
| dc.source |
Prosiding Teknik Industri; Vol 5, No 1, Prosiding Teknik Industri (Februari, 2019); 221 - 226 |
|
| dc.source |
2460-6502 |
|
| dc.subject |
Teknik Industri |
|
| dc.subject |
Analisis Kinerja Penting, Cetak Biru Layanan, Prosedur Standar Operasional |
|
| dc.title |
Perancangan Bauran Pemasaran 7P dalam Bisnis Jasa Tour & Travel Pt. Eksotik Indonesia |
|
| dc.type |
info:eu-repo/semantics/article |
|
| dc.type |
info:eu-repo/semantics/publishedVersion |
|
| dc.type |
Peer-reviewed Article |
|
| dc.type |
kuantitatif |
|