Analysis of Customer Satisfaction in Jomtea

Hana, Sayyidah Fitry (2019) Analysis of Customer Satisfaction in Jomtea. Project Report. Universitas Internasional Batam. (Submitted)

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Abstract

Tujuan dari kerja praktek ini adalah untuk menganalisa masalah yang dihadapi oleh Jomtea dengan tujuan akhir untuk meningkatkan kepuasan pelanggan dalam upaya meningkatkan nilai merek dan laba. Program kerja praktek ini berlangsung dari 17 Juli hingga 28 November 2018. Kerja praktek ini dilakukan melalui berbagai metode termasuk observasi, wawancara, dan survei menggunakan kuesioner. Penulis berkontribusi dalam merancang kuesioner untuk survei kepuasan pelanggan. Survei ini berfungsi sebagai pengukuran untuk mengetahui sumber keluhan dan ketidakpuasan dari pelanggan. Pelanggan hanya perlu menjawab menggunakan skala 1 hingga 5 dalam berdasarkan kepuasan mereka terhadap setiap pertanyaan. Data kemudian akan diolah dan dianalisa oleh penulis untuk menemukan solusi yang tepat. Berdasarkan hasil survei, diketahui bahwa perhatian utama dan faktor paling mendesak yang perlu ditingkatkan adalah kecepatan pelayanan yang lambat. Melalui kerjasama antara penulis dan pemilik Jomtea, solusi telah diterapkan untuk mengatasi masalah itu. Sejak itu, terdapat dampak yang signifikan dan jumlah keluhan dari pelanggan telah menurun. Temuan dan saran dari penelitian ini telah dapat membantu Jomtea untuk mengatasi masalah dan tantangan yang dihadapi sehingga dapat disimpulkan bahwa kerja praktek ini berdampak positif pada Jomtea. Kata Kunci : Kepuasan pelanggan, pelayanan, produk, survei, ketidakpuasan pelanggan ********************************************************************** This aim of this internship is to analyse the problem faced by Jomtea with the end goal of improving their customer satisfaction in an effort to increase brand value and profit. This internship program lasted from July 17th to November 28th of 2018. This internship was conducted through various method including observation, interview, and survey using questionnaire. The author contributed in designing the questionnaire for the customer satisfaction survey. The survey served as a measurement to find out the source of complaints and dissatisfaction from the customers. The customers only need to answer the using the scale of 1 to 5 in regards of their satisfaction towards each questions. The data will then processed and analyse by the author in order to find the right solution. Based on the results from the survey, it was revealed that the main concern and the most pressing matter that needs to be improved is the slow speed of service. With cooperation between the author and the owner of Jomtea, a solution has been implemented to tackle that problem. Since then, there has been significant impact and the number or complaint from customer has decreased. The findings and suggestion of this study has able to help Jomtea to overcome its problems and challenges therefore bringing positive impact of this internship.

Item Type: Monograph (Project Report)
Additional Information: Similarity: 1
Uncontrolled Keywords: Customer satisfaction, service, product, survey, customer dissatisfaction
Subjects: H Social Sciences > HF Commerce > Business > Marketing. Distribution of products
Divisions: School of Economic and Business > Management
SWORD Depositor: Admin Repository Universitas Internasional Batam
Depositing User: Admin Repository Universitas Internasional Batam
Date Deposited: 29 Apr 2020 09:45
Last Modified: 29 Apr 2020 09:46
URI: http://repository.uib.ac.id/id/eprint/2576

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