PENGUKURAN TINGKAT KUALITAS PELAYANAN MAINTENANCE TERHADAP KEPUASAN TENAGA KERJA PT. BAYER INDONESIA AREA SURABAYA DENGANI METODE SERVICE QUALITY (STUDI KASUS CV. CALDERA NUSANTARA)
DOI:
https://doi.org/10.51804/jiso.v5i2.136-142Keywords:
Kualitas Pelayanan, Kepuasan Pengguna Layanan, ServqualAbstract
ABSTRAK
CV. Caldera Nusantara merupakan perusahaan jasa maintenance building yangi berada di Sidoarjo Jawai Timur. Fungsi dari penelitiani ini adalah agar mengetahuii kualitas pelayanani yang telah idiberikan kepada tenaga kerja PT. Bayer Indonesia area Surabaya selama ini dan menemukan atribut atau item prioritas perbaikan untuk meningkatkan kualitas layanan CV. Caldera Nusantara. Metodei yang dipakai untuk analisa ini yaitu ,menggunakani Metode Servqual (Service, Quality) pada dimensi layanan dan. Dimensi pelayanan yang diberikan mencakup dimensi Tangibles (Bukti Langsung), Reliability (Kehandalan), Responsiveness (Daya Tanggap), Assurance (Jaminan), dan Empathy (Empati). Hasil yang didapat dalam penelitian ini diketahui bahwa kualitas pelayanan maintenance yang diberikan oleh CV. Caldera Nusantara masih belum memenuhi kepuasan tenaga kerja PT. Bayer Indonesia area Surabaya dikarenakan nilai kualitas layanan (Q) < 1. Dari hasil rata-rata nilai dimensi kualitas pelayanan didapatkan nilai gap bukti langsun/fisik -0,053, kehandalan -0,201, daya tanggap -0,064, asuransi/jaminan -0,031, dan kepedulian/empati 0. Pada hasil analisa Importance Performance Analisys dengan diagram kartesius, yang menjadi prioritas untuk perbaikan yaitu mengenai ketaatan saat bekerja kehadalan dalam pekerjaan lantai dan tembok serta kehandalan dalam pekerjaan atap dan palfon.
ABSTRAK
CV. Caldera Nusantara is a building maintenance service company located in Sidoarjo, East Java. The function of this research is to know the quality of service that has been provided to the workers of PT. Bayer Indonesia in the Surabaya area so far and found attributes or priority items for improvement to improve the quality of CV services. Nusantara Caldera. The method used for this analysis is using the Servqual (Service Quality) method on the service dimension and. The dimensions of the services provided include the dimensions of Tangibles (Direct Evidence), Reliability (Reliability), Responsiveness (Responsiveness), Assurance (Assurance), and Empathy (Empathy). The results obtained in this study note that the quality of maintenance services provided by CV. Caldera Nusantara still has not met the satisfaction of PT. Bayer Indonesia Surabaya area due to the value of service quality (Q) < 1. From the results of the average value of the service quality dimension, it is found that the Tangibles gap value -0.053, Reliability -0,201, Responsiveness -0.064, Assurance -0.031, and Empathy 0. In the results of the Importance Performance Analysis using a Cartesian diagram, the priority for improvement is regarding obedience when working, reliability in floor and wall work and reliability in roofing and ceiling work.
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