Analysis Study About Service Quality Improvement of Pt. Putra Indonosa Garment Konveksi
Analysis Study About Service Quality Improvement of Pt. Putra Indonosa Garment Konveksi
Analysis Study About Service Quality Improvement of Pt. Putra Indonosa Garment Konveksi
Abstract
Introduction
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Research Question
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Empathy
13. Giving customers individual attention
14. Employees who deal with customers in
a caring fashion
15. Having the customers best interest at
heart
16. Employees who understand the needs
of their customers
Tangibles
17. Modern equipment
18. Visually appealing facilities
19. Employees who have a neat,
professional appearance
20. Visually
appealing
materials
associated with the service
21. Convenient business hours
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Research Methodology
The method consists of literature study,
interview, questionnaire spreading, focus
groups discussion and observation. By using
this method, the author would combine all of
the steps to create data collection and
eventually draw the conclusion of this
research. The steps used in exploratory
research method may be referred to as key
variables. It helps the author to delve more
deeply the problem statement andhelp the
author to achieve the main objective of this
research.
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Reliability
Responsiveness
Assurance
Empathy
Tangibles
Average of Customer
Satisfaction
-0,16
-0,11
0,01
-0,14
-0,14
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Indonosa
Garment deliver
product
according to your order. (statement 3)
Delay in delivery product to costumers make
their so unhappy. Complaints and threats from
costumers make company feel uncomfortable
at work. This delay is caused by the lack of a
sewer and delay in the purchase of clothing
materials. For example: Every customer wants
their product quickly finished, this also
resulted in the company is not focused on
working on a project.
3.
4. Indonosa
Garment Employees has a
willingness to help your problem.
(statement7)
Caused by the number of orders and hectic
atmosphere in office, Indonosa staff sometimes
late in answering questions from email and
short message from customers. Costumer will
feel annoyed because their question is not
answered immediately. Prospective customers
with one that should be made in Indonosa
garment has canceled because their answers
are not answered quickly.
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Matahari
dressed,
Matahari
company
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Conclusion
Hire more professional employee.
The lack of employees knowledge its because
the company have a few employees who are
experts in the field of service. Most workers in
PT. Putra Indonosa Garments Konveksi do not
have experience in the garment service. PT.
Putra Indonosa Garment Konveksi lack of
convection experienced tailors and marketing
staff, so the company should seek new
employees.
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References
Brandt,2000, Quadrant of Importance PerformanceAnalysis , Prentice Hall
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