Abstract
PT Matahari Department Store Tbk is one company that stands in the fashion world. At this time in measuring customer satisfaction is still managed manually by using a piece of paper called VOC (Voice Of Customer). The data can be stored in the VOC map (Voice Of Customer) record can be stored in a different place. This results in not taking a while when making a subscription to follow up in improving service to customers. System design in measuring customer service to improve work efficiency and can be useful in helping work creativity and progress in services that are increased by the company takes precedence. The method that can be used to measure customer satisfaction is one of them is the servqual method. This method makes a comprehensive customer satisfaction assessment for services in the department store field. Assessment is carried out on the quality of 5 dimensions of service quality, namely: Tangibles or direct evidence, Reliability or reliability, Responsiveness or responsiveness, Assurance or guarantee, Emphaty or attention. Customer dissatisfaction arises because of the gap between customer expectations and the reality of service performance felt.
Highlights
PT Matahari Departemen Store Tbk adalah salah satu perusahaan yang berdiri dalam dunia fashion
PT Matahari Department Store Tbk is one company that stands in the fashion world
The data can be stored in the VOC map (Voice Of Customer) record can be stored in a different place
Summary
PT Matahari Departemen Store Tbk adalah salah satu perusahaan yang berdiri dalam dunia fashion yang dijadikan objek penelitian oleh penulis. Pada saat ini data-data penelitian masih dikelola secara manual dengan menggunakan selembar kertas yang disebut VOC (Voice Of Customer). Hal ini mengakibatkan membutuhkan waktu tidak sebentar pada saat melakukan penanganan untuk mentindak lanjutkan meningkatkan pelayanan terhadap pelanggan. Dalam model pencatatan seperti ini juga dapat mengakibatkan terjadinya kehilangan kertas VOC (Voice Of Customer) baik sengaja maupun tidak sengaja. Disamping itu pengelolah data penelitian seperti ini juga dapat mengakibatkan integritas dan keamanan kertas VOC (Voice Of Customer) yang tdak terjamin. Hal ini muncul karena pencatatan data masih bersifat manual dan data tidak tersimpan secara benar dan tidak terjamin dengan baik. Adapun metode yang dapat digunakan untuk mengukur kepuasan pelanggan salah satunya adalah metode servqual.Metode ini membuat penilaian kepuasan pelanggan secara komprehenshif bagi pelayanan di bidang departemen store. Ketidakpuasan pelanggan timbul karena terjadinya kesenjangan antara harapan pelanggan dengan kenyataan kinerja pelayanan yang dirasakannya ( Mohammad Imam Shalahudin, : 2011)
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