Kualitas Pelayanan Customer Service Grapari PT.Telkomsel Bandung Dago Regional Jawa Barat.

ABSTRAK

Penelitian ini bertujuan untuk mengetahui kualitas pelayanan customer service berdasarkan lima
dimensi, yaitu: tangible, reliability, responsiveness, assurance dan empaty di Grapari PT.
Telkomsel. Metode penelitian yang digunakan adalah metode kuantitatif deskriptif. Teknik
pengumpulan data yang digunakan dalam penelitian ini berasal dari dua sumber yaitu sumber
data primer yang diperoleh melalui kuesioner/angket jumlah responden sebanyak 81 orang. Data
sekunder diperoleh melalui observasi/pengamatan terhadap situasi dan kondisi layanan,
wawanara dengan pihak pengelola Grapari PT. Telkomsel, serta studi kepustakaan yang relevan
dan mendukung analisa dalam penelitian ini. Hasil penelitian ini menunjukkan bahwa pelanggan
Grapari PT. Telkomsel menilai bahwa ke lima aspek/dimensi layanan sudah baik dan
memuaskan. Saran diberikan yakni mempertahankan dan meningkatkan kualitas jasa layanan
customer service.
Kata kunci : kualitas layanan, kepuasan pengguna, Grapari PT. Telkomsel

ABSTRACT

This study aims to determine the service quality of customer service based on five dimensions:
tangible, reliability, responsiveness, assurance and empathy in Grapari PT. Telkomsel. The
method used is descriptive quantitative method. Data collection techniques used in this study
came from two sources: primary data obtained via questionnaire respondents as many as 81

people. Secondary data obtained through observation of the situation and conditions of service,
the manager Grapari interview with PT. Telkomsel, as well as relevant literature study and
analysis in support of this research. The results of this study indicate that customers Grapari PT.
Telkomsel judge that the five aspects / dimensions of the service has been good and satisfying.
Advice is given that maintain and improve service quality customer service.
Keywords: quality of service, user satisfaction, Grapari PT. Telkomsel