PENGARUH PELAYANAN PRIMA TERHADAP KEPUASAN PENERIMA UANG PENSIUN BULANAN STUDI EMPIRIS PADA KANTOR PT. TASPEN (PERSERO) CABANG UTAMA SEMARANG

Jauhari, Jauhari (2002) PENGARUH PELAYANAN PRIMA TERHADAP KEPUASAN PENERIMA UANG PENSIUN BULANAN STUDI EMPIRIS PADA KANTOR PT. TASPEN (PERSERO) CABANG UTAMA SEMARANG. Masters thesis, program Pascasarjana Universitas Diponegoro.

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Abstract

Untuk dapat bertahan dalam persaingan bisnis pelayanan jasa, setiap perusahaan harus mampu mengerti kebutuhan konsumen dengan cara meningkatkan kepuasan konsumen melalui pelayanan prima atau pelayanan yang melebihi harapan konsumen. Oleh karena itu, tujuan dari studi ini menguji faktor-faktor pelayanan prima yang berpengaruh terhadap kepuasan konsumen, yang merupakan research gap dari penelitian terdahulu. Responden dalam penelitian ini adalah penerima uang pensiun bulanan di Kantor PT. Taspen (Persero) Cabang Utama Semarang dengan sampel sebanyak 100 responden. Teknik analisis menggunakan Structural Equation Model (SEM) dengan AMOS 4.0, yang digunakan untuk menguji 3 (tiga) hipotesis yang telah dikembangkan. Hasil pengujian hipotesis menunjukkan pengaruh positif yang signifikan antara variabel kompentensi teknologi dan kompentensi sumber daya manusia terhadap pelayanan prima, dan dalam hubungannya dengan kepuasan penerima uang pensiun bulanan. Dad hasil penelitian ini, untuk meningkatkan pelayanan prima disarankan agar pihak perusahaan sebaiknya mengadakan peningkatan kualitas sumber daya manusia melalui program training dan rotasi pegawai ; penyempurnaan teknologi secara berkesinambungan sejalan dengan perkembangan teknologi pada umumnya ; serta peningkatan pelayanan prima kepada setiap penerima uang pensiun bulanan antara lain melalui perbaikan sistem antrian dan penyediaan loket-loket khusus.Every company must deeply comprehend the customer's needs by increasing the satisfaction of its customer through service excellence or the services that can meet more that just customer's expectation in order to keep surviving in the competitive service industry situation.:fherefore, the object of this study is to testify the service excellence factor, which has prominent influence for the satisfaction of its customer; moreover, it is the research gap of the former observation. Respondents in this observation are the pension beneficiaries of PT. Taspen (Persero) in Semarang main branch office, and the amounts of the sample ate 100 customers. Structural Equation Model (SEM) combines with AMOS 4.0 are used as the analytical technique to attest the developed 3 (three) hypothesis. The results from the testing hypothesis show a significant positive effect between technology competent variable and the competency of human resources toward the service excellence, together with its relation of the satisfaction of its customer. By means of this observation, if the company wants to enhance its service excellence, it is advised to conduct its enlargement of the human resources quality by way of training program and rotation of employee program; the continuously perfecting technology as well as the development of technology in general; also the improvement of service excellence to each customer like the improvement of sequence system and the availability of special stands.

Item Type:Thesis (Masters)
Subjects:H Social Sciences > HG Finance
Divisions:Postgraduate Program > Master Program in Management
ID Code:9555
Deposited By:Mr UPT Perpus 1
Deposited On:28 Apr 2010 20:07
Last Modified:28 Apr 2010 20:07

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