IMPLEMENTASI DIMENSI PELAYANAN DIVISI INCENTIVE TOUR PADA PERUSAHAAN PT. GOLDEN RAMA EXPRESS

Muhamad Luthfi Ainurrofiq Mohtar, . (2024) IMPLEMENTASI DIMENSI PELAYANAN DIVISI INCENTIVE TOUR PADA PERUSAHAAN PT. GOLDEN RAMA EXPRESS. Sarjana thesis, Universitas Negeri Jakarta.

	Text cover.pdf Download (1MB)
	Text bab 1.pdf Download (310kB)
	Text bab 2.pdf Restricted to Registered users only Download (376kB)
	Text bab 3.pdf Restricted to Registered users only Download (338kB)
	Text bab 4.pdf Restricted to Registered users only Download (406kB)
	Text bab 5.pdf Restricted to Registered users only Download (281kB)
	Text daftar pustaka.pdf Download (297kB)
	Text lampiran.pdf Restricted to Registered users only Download (1MB)

Abstract

Penelitian ini dilatar belakangi dengan pentingnya pelayanan dalam industri jasa yang diberikan kepada konsumen agar konsumen memiliki rasa puas terhadap pelayanan yang diterima. Pelayanan juga mengacu terhadap adanya standar operasional prosedur (SOP) yang telah dibuat dan dapat di implementasikan dengan baik. Untuk memiliki implementasi pelayanan yang baik juga terdapat lima dimensi dalam pelayanan. Tujuan penelitian ini adalah untuk menganalisis implementasi dimensi pelayanan menggunakan teori TERRA dengan metode deskriptif kualitatif dalam divisi incentive tour di PT. Golden Rama Express dan menghasilkan Standar Operasional Prosedur (SOP) yang komprehensif. Teori TERRA mencakup lima dimensi pelayanan utama: Tangibles (Keberwujudan), Empathy (Empati), Reliability (Keandalan), Responsiveness (Daya Tanggap), dan Assurance (Jaminan). Hasil penelitian bahwa implementasi dimensi pelayanan tersebut berkontribusi besar dalam menciptakan pengalaman positif bagi pelanggan, serta membangun kepercayaan dan loyalitas mereka. Secara umum, implementasi ini sesuai dengan Standar Operasional Prosedur (SOP) yang telah ditetapkan, yang memberikan panduan yang jelas bagi karyawan untuk menjaga konsistensi dan kualitas pelayanan. Dengan menerapkan dimensi pelayanan dengan baik, PT Golden Rama Express berhasil meningkatkan kualitas layanan yang diberikan, memberikan manfaat kepada pelanggan melalui layanan yang cepat, tepat, ramah, dan profesional, yang pada akhirnya meningkatkan tingkat kepuasan dan loyalitas pelanggan. Kata Kunci: Dimensi Pelayanan, TERRA, Standar Operasional Prosedur (SOP), Kualitas Layanan, Kepuasan Pelanggan. This research is motivated by the importance of service in the service industry provided to consumers so that consumers feel satisfied with the service they receive. Service also refers to the existence of standard operating procedures (SOP) that have been created and can be implemented properly. To have good service implementation, there are also five dimensions of service. The purpose of this study is to analyze the implementation of the service dimension using the TERRA theory in the incentive tour division at PT. Golden Rama Express and produces a comprehensive Standard Operating Procedure (SOP). The TERRA theory includes five main service dimensions: Tangibles, Empathy, Reliability, Responsiveness, and Assurance. The results of the study show that the implementation of the service dimension contributes greatly to creating a positive experience for customers, as well as building their trust and loyalty. In general, this implementation is in accordance with the Standard Operating Procedures (SOP) that have been set, which provide clear guidance for employees to maintain consistency and quality of service. By implementing the service dimension well, PT Golden Rama Express has succeeded in improving the quality of the services provided, providing benefits to customers through fast, precise, friendly, and professional service, which ultimately increases the level of customer satisfaction and loyalty. Keywords: Service Dimensions, TERRA, Standard Operating Procedures (SOP), Service Quality, Customer Satisfaction.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Heryanti Utami, S.ST.,M.M.Par 2). Revi Agustin Aisyianita, S.Hut., M.Sc.
Subjects:	Ilmu Sosial > Pariwisata
Divisions:	FIS > D IV Usaha Perjalanan Wisata
Depositing User:	Users 23531 not found.
Date Deposited:	24 Jul 2024 23:38
Last Modified:	24 Jul 2024 23:38
URI:	http://repository.unj.ac.id/id/eprint/46347

Actions (login required)

View Item