KUALITAS PELAYANAN DI BAGIAN CUSTOMER SERVICE PT. PETRAYA MITRA JAYA

Abstract

This research aimed to describe the service quality of customer service in Petraya Mitra Jaya Corp. The researcher also wanted to know how the description of service quality dimension in Petraya Mitra Jaya Corp. This research using qualitative by using some techniques on original data and the result will be in written to describe the service quality. Purposive sampling is used to gather the data, which is choosing the direct respondent who are get involved in the studied. From the result of the studied, there are five dimensions of service namely: tangible, reliability, responsiveness, assurance, empathy. The researcher only focused in describing the service quality of customer service in Petraya Mitra Jaya Corp. The researcher give suggestion for Petraya Mitra Jaya Corp to improve the service quality which is the quickness of service on customers. For improving the service quality in the part customer service, corporation should give extra TV in the waiting room to make customers feel more comfortable