PENINGKATAN KUALITAS KARYAWAN GUNA MENINGKATKAN KEPUASAN PELANGGAN BINATU SEMARANG LAUNDRY & DRY CLEANER

Jurnal Ilmiah Kursor Menuju Solusi Teknologi Informasi Pub Date : 2022-06-21 DOI:10.26623/slsi.v20i2.5148

Lutfika Nur Handhini, Asih Niati, Naini Rizka Amalia

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Abstract

The problem in this study is motivated by the decline in customer satisfaction and loyalty which is marked by the decline in sales turnover and from some of the results of the research gap that results in different research results. The purpose of this study is to find out how to improve employee quality to increase customer satisfaction. This study uses qualitative methods, using triangulation of sources with interviews and triangulation of methods namely interviews, observation and documents as evidence. The object of research is Binatu Semarang Laundry. There are 6 informants in this study consisting of owners, employees and customers. From the results of this study indicate that there are still some problems in the quality of Human Resources (HR) such as not obeying procedures. workloads are too heavy, work stress, old or damaged machines and tools that hinder work causing quality problems. This ultimately affects customer satisfaction so there needs to be improvements

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本研究中的问题源于客户满意度和忠诚度的下降，其标志是销售营业额的下降，以及研究差距的一些结果导致不同的研究结果。本研究的目的是找出如何提高员工素质，以提高客户满意度。本研究采用定性方法，对访谈资料进行三角剖分，对访谈、观察和文献作为证据的方法进行三角剖分。研究对象是Binatu三宝垄洗衣店。本研究共有6个线人，分别是业主、员工和顾客。从本研究的结果来看，人力资源的质量仍然存在一些问题，如不遵守程序。工作量太重，工作压力大，机器和工具陈旧或损坏，妨碍工作，造成质量问题。这最终会影响客户满意度，因此需要改进

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来源期刊

Jurnal Ilmiah Kursor Menuju Solusi Teknologi Informasi

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审稿时长

10 weeks