ANALISIS TINGKAT KEPUASAN PELANGGAN ATAS DIMENSI KUALITAS PELAYANAN PADA PT WIJAYA KARYA BETON CABANG SEMARANG

Abstract

Recently, globalization and free trading era encourage a competence between national and foreign entrepreneur at construction business. In this case, quality is the key word, so national entrepreneur is demanded to increase management quality in achieving customer satisfaction by adopting a quality management system ISO 9001:2000. Based on this case, it is seen that in account of selling PT WIKA Beton Semarang there is a plan not fulfilled by selling realization. This becomes a problem study in this research. This research is aimed to know customer satisfaction degree and work degree included physical evident dimension, know how, perceptive force, guarantee, and empathy. Methodology used according to kind of the research is descriptive. Data sources used are primary and secondary data. Data collecting is made by interview using data collector instrument namely questioner. Population in this research is overall customers PT WIKA Beton Semarang located in Semarang amount of 34 customers. Sampling technique used is census sampling so it can be obtained sample amount of 34 customers. Data analysis used is descriptive qualitative, namely data analysis to explain and disentangle data obtained from field and the result of count by using importance-performance analysis (John A. Martilla and John C. James) to know customer satisfaction degree. From the result of count of importance-performance analysis is obtained the result: from physical evident dimension, customer is satisfied. From knowhow dimension, customer is satisfied enough. From perceptive force dimension, customer is satisfied. From guarantee dimension, customer is satisfied. From empathy dimension, customer is satisfied. The average all of five dimensions amount of 3, 73 generally show that the customer is satisfied with service accepted. From cartesius figure is seen that there is attribute has to be repaired namely product delivery timely, immediately handling to customer complaining, and knowhow and skill of worker in project. Nevertheless, there is attribute that service working remain has to be maintained by company namely product appropriateness with product specification and product specification guarantee is save, free of risk, appropriate with using. Advises can put in this research are: official adding appropriate with requirement to company credit handling, time efficiency management and place effectiveness between marketing office and factory to cut bureaucracy back and outsourcing management information system making included directly in site.