Analisis Kualitas Pelayanan Pada PT. Kurnia Putra Mandiri (KPM) Pekanbaru

Rizki, Al (2021) Analisis Kualitas Pelayanan Pada PT. Kurnia Putra Mandiri (KPM) Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This research was conducted in order to determine the extent of service quality at PT. Kurnia Putra Mandiri Pekanbaru City. This study also explains about the service quality variable is the main variable that is very influential on customer satisfaction. For the research method used by the author is the type of quantitative research using a descriptive survey method. the final result in the research conducted by the author issued the results that the quality of service at PT. Kurnia Putra Mandiri which had been determined by five main indicators such as direct evidence, empathy, reliability, responsiveness and assurance was in the fairly good category. Based on the results of research that has been done by the author, there is a poor assessment of the empathy factor among the other 4 indicators. There is a service that lacks understanding of customer needs and poor mechanical communication on the knowledge of services provided to customers, as well as the completeness of facilities that are practically minimal, causing a feeling of discomfort to waiting customers Keywords: Service Quality, Customer Satisfaction

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