PENGAMATAN TINGKAT KEPUASAN PELANGGAN ATAS LAYANAN PADA PT. ENERKA TEKNIKA UTAMA-BINTARO

Sugiyarto Sugiyarto

Abstract


ABSTRAK

PT. Enerka Teknika Utama selalu memberikan pelayanan yang terbaik kepada seluruh pelanggan. Tingkat kepuasan pelanggan merupakan cermin dari kondisi internal perusahaan yang professional. Untuk mengetahui tingkat kepuasan pelanggan, perusahaan mengadakan penelitin terhadap tingkat kepuasan pelanggan terhadap pelayanan yang didapatkan oleh pelanggan. Selama periode April - September 2020, sebanyak 7 pelanggan melakukan menyampaikan keluhan melalui telephone. Total pelanggan yang dimiliki perusahaan sebanyak 88 pelanggan. Artinya selama 6 bulan terdapat 8.2 % belum merasa puas dengan pelayanan yang di berikan oleh perusahaan, dan selama 6 bulan rata - rata yang menyampaikan keluhan setiap bulan sebanyak 1.2 pelanggan. Kata kunci : Pelayanan, Kepuasan

ABSTRACT

PT. Enerka Teknika Utama always provides the best service to all customers. The level of customer satisfaction is a reflection of the company's professional internal condition. To determine the level of customer satisfaction, the company conducted research on the level of customer satisfaction with the services obtained by customers. April - September 2020 period, as many as 7 customers submitted complaints by telephone. The company has a total of 88 customers. This means that for 6 months there are 8.2% not satisfied with the services provided by the company, and for 6 months on average 1.2 customers who submit complaints every month. Keywords : Services, satisfaction


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