Analisis Pelayanan Jasa dengan Model Service Quality dan Ishikawa Diagram pada PT Qiblat Tour Bandung

Niko Ahmad Ghifari, Tasya Aspiranti

Abstract


Abstract. The purpose of this study was to determine the Umrah services at PT Qiblat Tour and analyzing services at PT Qiblat Tour by using Service Quality  and Ishikawa Diagram. This type of research is descriptive quantitative research method used is descriptive survey that investigations are conducted to obtain the facts of the symptoms and work out the particulars in fact, both of the social institutions, economic, political or of a group or an area. Popoulasi in this study is a congregation that has been deployed by PT Qiblat Tour in the period 2015-2016 and has a sample of 98 people. Data collection techniques used in this study were interviews to managers, observation, documentation, and Survey (documentation). The results of this study revealed that the services provided by PT Qiblat Tour included into the category very well, but in studies using Service Quality  of services provided by PT Qiblat Tour still has shortcomings in terms of the food provided by PT Qiblat Tour does not suit the tastes of the congregation. Of these deficiencies can be analyzed the causes of these problems by using Ishikawa diagram and can know the main cause of these problems is of human factors, materials, processes and locations. however on research using Service Quality  of services provided by PT Qiblat Tour still has shortcomings in terms of the food provided by PT Qiblat Tour does not suit the tastes of the congregation. Of these deficiencies can be analyzed the causes of these problems by using Ishikawa diagram and can know the main cause of these problems is of human factors, materials, processes and locations. however on research using Service Quality  of services provided by PT Qiblat Tour still has shortcomings in terms of the food provided by PT Qiblat Tour does not suit the tastes of the congregation. Of these deficiencies can be analyzed the causes of these problems by using Ishikawa diagram and can know the main cause of these problems is of human factors, materials, processes and locations.

Keywords: Services, Service Quality, Ishikawa Diagram.


Abstrak. Tujuan penelitian ini adalah untuk mengetahui pelayanan jasa umroh pada PT Qiblat Tour serta menganalisis pelayanan jasa pada PT Qiblat Tour dengan menggunakan Service Quality  dan Ishikawa Diagram. Jenis penelitian ini  adalah deskriptif kuantitatif dan metode penelitian yang digunakan adalah deskriptif survey yaitu penyelidikan yang diadakan untuk memperoleh fakta-fakta dari gejala-gejala yang ada dan mencari keterangan-keterangan secara faktual, baik tentang institusi sosial, ekonomi, atau politik dari suatu kelompok ataupun suatu daerah. Popoulasi pada penelitian ini merupakan jamaah yang telah diberangkatkan oleh PT Qiblat Tour pada periode 2015-2016 dan memiliki sampel sebanyak 98 orang. Teknik pengumpulan data yang digunakan pada penelitian ini adalah wawancara kepada manager, observasi, dokumentasi, dan Survey (dokumentasi). Hasil penelitian ini mengungkapkan bahwa pelayanan yang diberikan PT Qiblat Tour termasuk kedalam kategori sangat baik, namun pada penelitian menggunakan Service Quality  pelayanan yang diberikan PT Qiblat Tour masih memiliki kekurangan dalam hal makanan yang disediakan PT Qiblat Tour tidak sesuai dengan selera jamaah. Dari kekurangan tersebut dapat dianalisis penyebab permasalahan tersebut dengan menggunakan Ishikawa Diagram dan dapat diketahui penyebab utama permasalahan tersebut adalah dari faktor manusia, material, proses dan lokasi.

Kata kunci: Pelayanan Jasa, Service Quality, Ishikawa Diagram.



Keywords


Pelayanan Jasa, Service Quality, Ishikawa Diagram

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References


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Sumber Lain :

http://repository.unhas.ac.id/handle/123456789/1231

https://tesisdisertasi.blogspot.co.id/2010/07/dimensi-kualitas-pelayanan.html

https://databoks.katadata.co.id




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