PERAN CUSTOMER SERVICE DALAM MENINGKATKAN PELAYANAN TERHADAP PENUMPANG DI STASIUN BESAR YOGYAKARTA
This research aims to know the role of customer service Yogyakarta Station to increase service of passengers, to know the assignment of customer service to passengers, and to know the customer service efforts in the face of passenger complaints. This research...
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| Format: | Thesis |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2014
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| Subjects: |
| _version_ | 1826048571841970176 |
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| author | , RIAN PUTRI N. , Fahmi Prihantoro, S.S., S.H., M.A |
| author_facet | , RIAN PUTRI N. , Fahmi Prihantoro, S.S., S.H., M.A |
| author_sort | , RIAN PUTRI N. |
| collection | UGM |
| description | This research aims to know the role of customer service Yogyakarta
Station to increase service of passengers, to know the assignment of customer
service to passengers, and to know the customer service efforts in the face of
passenger complaints.
This research used observation methods by work practice as customer
service in Yogyakarta station, interview methods to customer service official to
obtain data, literature methods to obtain data from books, papers, and archives
customer service Yogyakarta station.
Customer service has a role of giving information and conveying the
decision about the complaints of passenger. Servicequality of customer service
Yogyakarta station is affected in five service dimensions such as responsiveness,
assurance, tangibles, empathy, and reliability. The dimensions will determine
passenger satisfaction in the quality of service. |
| first_indexed | 2024-03-13T23:32:17Z |
| format | Thesis |
| id | oai:generic.eprints.org:131191 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T23:32:17Z |
| publishDate | 2014 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:1311912016-03-04T08:09:14Z https://repository.ugm.ac.id/131191/ PERAN CUSTOMER SERVICE DALAM MENINGKATKAN PELAYANAN TERHADAP PENUMPANG DI STASIUN BESAR YOGYAKARTA , RIAN PUTRI N. , Fahmi Prihantoro, S.S., S.H., M.A ETD This research aims to know the role of customer service Yogyakarta Station to increase service of passengers, to know the assignment of customer service to passengers, and to know the customer service efforts in the face of passenger complaints. This research used observation methods by work practice as customer service in Yogyakarta station, interview methods to customer service official to obtain data, literature methods to obtain data from books, papers, and archives customer service Yogyakarta station. Customer service has a role of giving information and conveying the decision about the complaints of passenger. Servicequality of customer service Yogyakarta station is affected in five service dimensions such as responsiveness, assurance, tangibles, empathy, and reliability. The dimensions will determine passenger satisfaction in the quality of service. [Yogyakarta] : Universitas Gadjah Mada 2014 Thesis NonPeerReviewed , RIAN PUTRI N. and , Fahmi Prihantoro, S.S., S.H., M.A (2014) PERAN CUSTOMER SERVICE DALAM MENINGKATKAN PELAYANAN TERHADAP PENUMPANG DI STASIUN BESAR YOGYAKARTA. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=71642 |
| spellingShingle | ETD , RIAN PUTRI N. , Fahmi Prihantoro, S.S., S.H., M.A PERAN CUSTOMER SERVICE DALAM MENINGKATKAN PELAYANAN TERHADAP PENUMPANG DI STASIUN BESAR YOGYAKARTA |
| title | PERAN CUSTOMER SERVICE DALAM MENINGKATKAN PELAYANAN TERHADAP PENUMPANG DI STASIUN BESAR
YOGYAKARTA |
| title_full | PERAN CUSTOMER SERVICE DALAM MENINGKATKAN PELAYANAN TERHADAP PENUMPANG DI STASIUN BESAR
YOGYAKARTA |
| title_fullStr | PERAN CUSTOMER SERVICE DALAM MENINGKATKAN PELAYANAN TERHADAP PENUMPANG DI STASIUN BESAR
YOGYAKARTA |
| title_full_unstemmed | PERAN CUSTOMER SERVICE DALAM MENINGKATKAN PELAYANAN TERHADAP PENUMPANG DI STASIUN BESAR
YOGYAKARTA |
| title_short | PERAN CUSTOMER SERVICE DALAM MENINGKATKAN PELAYANAN TERHADAP PENUMPANG DI STASIUN BESAR
YOGYAKARTA |
| title_sort | peran customer service dalam meningkatkan pelayanan terhadap penumpang di stasiun besar yogyakarta |
| topic | ETD |
| work_keys_str_mv | AT rianputrin perancustomerservicedalammeningkatkanpelayananterhadappenumpangdistasiunbesaryogyakarta AT fahmiprihantorossshma perancustomerservicedalammeningkatkanpelayananterhadappenumpangdistasiunbesaryogyakarta |