Hubungan Service Excellence dengan Kepuasan

Abstract

Abstract.This thesis entitled "Relations Service Excellence Officer Front Office with satisfaction". In accordance with the title, then the issues to be raised is how the relationship between the ability (Ability). Attitude (Attitude), Appearance (Appearance), attention (Attention), Action (Action), Responsibility (Accountability) with people who take care of vehicle registration through Samsat Padjadjaran Bandung Barat. Identify the problem in this research is how the relationship between the Front Office clerk SAMSAT with satisfaction the person who takes care of vehicle registration through Samsat Padjadjaran Bandung Barat. The purpose of this study was to determine the relationship between the ability. Attitude, Appearance, Caring, Action, Responsibility with satisfaction. The method used in this study was correlational, the method to examine and determine the relationship between two variables (variables X and Y variables). The correlation method used in this study to examine whether there is a relationship Capability (ATP). Attitude (Attitude), Appearance (Appearance), attention (Attention), Action (Action), Responsibility (Accountability) to the satisfaction of the person who will take care of vehicle registration through Samsat Padjadjaran Bandung Barat. In this study, respondents who selected researchers counted 100 people using accidental sampling technique. These results indicate that there is a relationship between the ability (Ability). Attitude (Attitude), Appearance (Appearance), attention (Attention), Action (Action), Responsibility (Accountability) to the satisfaction of the person who will take care of vehicle registration through Samsat Padjadjaran Bandung Barat. Thus, it can be said that the services performed by the front office clerk was quite successful because many people are satisfied with the service

Abstrak.Skripsi ini berjudung “Hubungan Service Excellence Petugas Front Office dengan Kepuasanâ€. Sesuai dengan judul tersebut, maka permasalahan yang akan diangkat adalah bagaimana hubungan antara Kemampuan (Ability). Sikap (Attitude), Penampilan (Appearance), Perhatian (Attention), Tindakan (Action), Tanggung jawab (Accountability) dengan orang yang mengurus STNK melalui Samsat Padjajaran Bandung Barat.Identifikasi masalah dalam penelitian ini adalah bagaimana hubungan antara Petugas Front Office Samsat dengan Kepuasan orang yang mengurus STNK melalui Samsat Padjajaran Bandung Barat. Adapun tujuan dari penelitian ini adalah untuk mengetahui hubungan antara Kemampuan. Sikap, Penampilan, Perhatian, Tindakan, Tanggung jawab dengan kepuasan.Metode yang digunakan dalam penelitian ini adalah korelasional, yaitu metode untuk meneliti dan mengetahui hubungan diantara dua variabel (Variabel X dan Variabel Y). Metode korelasional dalam penelitian ini digunakan untuk menguji apakah terdapat hubungan Kemampuan (Ability). Sikap (Attitude), Penampilan (Appearance), Perhatian (Attention), Tindakan (Action), Tanggung jawab (Accountability) dengan kepuasan orang yang akan mengurus STNK melalui Samsat Padjajaran Bandung Barat. Dalam penelitian ini, responden yang dipilih peneliti sebanyak 100 orang dengan menggunakan teknik sampling aksidental. Hasil penelitian ini menunjukan bahwa terdapat hubungan antara Kemampuan (Ability). Sikap (Attitude), Penampilan (Appearance), Perhatian (Attention), Tindakan (Action), Tanggung jawab (Accountability) dengan kepuasan orang yang akan mengurus STNK melalui Samsat Padjajaran Bandung Barat. Dengan demikian, dapat dikatakan bahwa pelayanan yang dilakukan oleh petugas front office cukup berhasil karena banyak orang yang puas dengan pelayanannya.