TANGGAPAN PELANGGAN INDOSAT TERHADAP KUALITAS PELAYANAN CUSTOMER SERVICE GALERI ASIA AFRIKA BANDUNG.
ABSTRAK
Hafidz Adiputra. 210110110693. 2015. Program Studi Manajemen
Komunikasi, Fakultas Ilmu Komunikasi, Universitas Padjadjaran. Penelitian
berjudul “Tanggapan Pelanggan Indosat terhadap Kualitas Pelayanan Customer
Service Galeri Indosat Asia Afrika Bandung” dibimbing oleh Agus Setiaman.,
S.Sos., M.I.Kom dan Meria Octavianti., S.Sos., M.I.Kom
Tujuan penelitian adalah mengetahui tanggapan pelanggan Indosat
terhadap wujud fisik, keandalan, daya tanggap, jaminan, dan empati customer
service Galeri Asia Afrika Bandung. Metode penelitian yang digunakan adalah
metode kuantitatif dengan studi deskriptif.
Hasil penelitian menginformasikan bahwa kelima subvariabel kualitas
pelayanan, yaitu wujud fisik, keandalan, daya tanggap, jaminan, dan empati Galeri
Indosat Asia Afrika Bandung belum cukup berkualitas dalam memenuhi harapan
pelanggan. Para responden menilai kepuasan pelanggan dalam perbandingan
antara harapan-harapan dan persepsi pelanggan. Galeri Indosat Asia Afrika
Bandung belum bisa memenuhi harapan pelanggan ketika berkunjung ke Galeri
Indosat Asia Afrika Bandung. Hasil ini diperoleh dari analisis deskriptif
penerapan model SERVQUAL.
Kesimpulan penelitian adalah wujud fisik, keandalan, daya tanggap,
jaminan, dan empati Galeri Indosat Asia Afrika Bandung belum cukup berkualitas
dalam memenuhi harapan pelanggan. Kelima aspek ini merupakan faktor penting
yang menilai seberapa baiknya kualitas pelayanan customer service Indosat Galeri
Asia Afrika Bandung dilihat dari pelayanan yang sudah diterima oleh pelanggan.
Dalam meningkatkan kualitas pelayanan customer service Galeri Indosat
Asia Afrika Bandung diharapkan pihak manajemen memberikan pelatihan
kembali terhadap sumber daya manusia customer service dalam hal soft skill dan
teknis pengoperasian handphone terbaru, agar dapat menghasilkan sumber daya
manusia yang lebih berkualitas, sehingga diharapkan manajemen pelayanan dapat
memberikan kualitas pelayanan lebih dari apa yang pelanggan harapkan.
Kata kunci: kualitas-pelayanan, customer service
iv
ABSTRACT
Hafidz Adiputra. 210110110693. 2015. Communication Management
Studies Program, Faculty of Communication, University of Padjadjaran. The
study entitled "Indosat Customer response to the Service Quality Customer
Service Galeri Indosat Bandung Asia Africa" is under guidance by Agus
Setiaman., S. Sos., MIKom and Meria Octavianti., S. Sos., MIKom
The research objective was to determine the response Indosat customers to
tangible, reliability, responsiveness, assurance, empathy and customer service
Gallery Bandung Asia-Africa. The method used is quantitative method with a
descriptive study.
Results of the study informed that the fifth subvariable quality of service,
namely the physical form, reliability, responsiveness, assurance, and empathy
Galeri Indosat Bandung Asia Africa qualified is not enough to meet customer
expectations. The respondents assess customer satisfaction in the comparison
between expectations and perceptions of customers. Galeri Indosat Bandung Asia
Africa can not meet customer expectations when visiting the gallery Indosat
Bandung Asia Africa. These results were obtained from the descriptive analysis of
the application of the model SERVQUAL.
Conclusion of the study is the physical manifestation, reliability,
responsiveness, assurance, and empathy Galeri Indosat Bandung Asia Africa
qualified is not enough to meet customer expectations. Five of these are important
factors in assessing how well the service quality of customer service Indosat
Gallery Bandung Asia Africa seen from services that have been received by
customers.
Increase service quality customer service Indosat Gallery Asia Afrika
Bandung expected management provide retraining for human resources customer
service in terms of soft skills and technical operation of the latest mobile phone, in
order to generate human resources are more qualified, so expect service
management can deliver quality services more than what customers expect.
Keywords: quality of services, customer service
v
Hafidz Adiputra. 210110110693. 2015. Program Studi Manajemen
Komunikasi, Fakultas Ilmu Komunikasi, Universitas Padjadjaran. Penelitian
berjudul “Tanggapan Pelanggan Indosat terhadap Kualitas Pelayanan Customer
Service Galeri Indosat Asia Afrika Bandung” dibimbing oleh Agus Setiaman.,
S.Sos., M.I.Kom dan Meria Octavianti., S.Sos., M.I.Kom
Tujuan penelitian adalah mengetahui tanggapan pelanggan Indosat
terhadap wujud fisik, keandalan, daya tanggap, jaminan, dan empati customer
service Galeri Asia Afrika Bandung. Metode penelitian yang digunakan adalah
metode kuantitatif dengan studi deskriptif.
Hasil penelitian menginformasikan bahwa kelima subvariabel kualitas
pelayanan, yaitu wujud fisik, keandalan, daya tanggap, jaminan, dan empati Galeri
Indosat Asia Afrika Bandung belum cukup berkualitas dalam memenuhi harapan
pelanggan. Para responden menilai kepuasan pelanggan dalam perbandingan
antara harapan-harapan dan persepsi pelanggan. Galeri Indosat Asia Afrika
Bandung belum bisa memenuhi harapan pelanggan ketika berkunjung ke Galeri
Indosat Asia Afrika Bandung. Hasil ini diperoleh dari analisis deskriptif
penerapan model SERVQUAL.
Kesimpulan penelitian adalah wujud fisik, keandalan, daya tanggap,
jaminan, dan empati Galeri Indosat Asia Afrika Bandung belum cukup berkualitas
dalam memenuhi harapan pelanggan. Kelima aspek ini merupakan faktor penting
yang menilai seberapa baiknya kualitas pelayanan customer service Indosat Galeri
Asia Afrika Bandung dilihat dari pelayanan yang sudah diterima oleh pelanggan.
Dalam meningkatkan kualitas pelayanan customer service Galeri Indosat
Asia Afrika Bandung diharapkan pihak manajemen memberikan pelatihan
kembali terhadap sumber daya manusia customer service dalam hal soft skill dan
teknis pengoperasian handphone terbaru, agar dapat menghasilkan sumber daya
manusia yang lebih berkualitas, sehingga diharapkan manajemen pelayanan dapat
memberikan kualitas pelayanan lebih dari apa yang pelanggan harapkan.
Kata kunci: kualitas-pelayanan, customer service
iv
ABSTRACT
Hafidz Adiputra. 210110110693. 2015. Communication Management
Studies Program, Faculty of Communication, University of Padjadjaran. The
study entitled "Indosat Customer response to the Service Quality Customer
Service Galeri Indosat Bandung Asia Africa" is under guidance by Agus
Setiaman., S. Sos., MIKom and Meria Octavianti., S. Sos., MIKom
The research objective was to determine the response Indosat customers to
tangible, reliability, responsiveness, assurance, empathy and customer service
Gallery Bandung Asia-Africa. The method used is quantitative method with a
descriptive study.
Results of the study informed that the fifth subvariable quality of service,
namely the physical form, reliability, responsiveness, assurance, and empathy
Galeri Indosat Bandung Asia Africa qualified is not enough to meet customer
expectations. The respondents assess customer satisfaction in the comparison
between expectations and perceptions of customers. Galeri Indosat Bandung Asia
Africa can not meet customer expectations when visiting the gallery Indosat
Bandung Asia Africa. These results were obtained from the descriptive analysis of
the application of the model SERVQUAL.
Conclusion of the study is the physical manifestation, reliability,
responsiveness, assurance, and empathy Galeri Indosat Bandung Asia Africa
qualified is not enough to meet customer expectations. Five of these are important
factors in assessing how well the service quality of customer service Indosat
Gallery Bandung Asia Africa seen from services that have been received by
customers.
Increase service quality customer service Indosat Gallery Asia Afrika
Bandung expected management provide retraining for human resources customer
service in terms of soft skills and technical operation of the latest mobile phone, in
order to generate human resources are more qualified, so expect service
management can deliver quality services more than what customers expect.
Keywords: quality of services, customer service
v