IMPROVING CUSTOMER SATISFACTION IN PT GENTA BUANA ASTADECA

• Main Author: Laraswati Anggraini, Dewi
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/36544
• Institution: Institut Teknologi Bandung

PT Genta Buana Astadeca is one of the companies engaged in health that sells various kinds of medical equipment products to be distributed to hospitals or branch companies engaged in the same field PT Genta Buana was established on June 6, 2003 and has experienced developments and obstacles faced by PT Genta Buana, one of which is how to maintain the quality of products sold by the company so that they can be conveyed well to the customer. because every year there are customer complaints about quality service, this is the goal of the researchers to provide solutions to the company in improving quality service. There are several issues in this company that are needed to be addressed. The main root of such issues is the lack of a clear standard operational procedure (SOP) in this company. This root problem in turn causes a slew of other problems that are pointed out by complaints from customers, such as defective products, tardiness in delivery, as well as other problems that are connected to service quality. In order to scrutinize the many problems that exists in this company, I will be using the Value Focused Thinking Method (VFT), Analytic Hierarchy Method (AHP), fishbone method, as well as service quality theories to extract the main problems in the company. After I have extracted the main problems in the company, I will try to give suggestions in order to alleviate the company’s condition, as well as to improve the rate of customer satisfaction of the company.