ABSTRAK
Penelitian ini bertujuan untuk mengetahui kualitas pelayanan customer service berdasarkan lima dimensi, yaitu: tangible, reliability, responsiveness, assurance dan empaty di Grapari PT. Telkomsel. Metode penelitian yang digunakan adalah metode kuantitatif deskriptif. Teknik pengumpulan data yang digunakan dalam penelitian ini berasal dari dua sumber yaitu sumber data primer yang diperoleh melalui kuesioner/angket jumlah responden sebanyak 81 orang. Data sekunder diperoleh melalui observasi/pengamatan terhadap situasi dan kondisi layanan, wawanara dengan pihak pengelola Grapari PT. Telkomsel, serta studi kepustakaan yang relevan dan mendukung analisa dalam penelitian ini. Hasil penelitian ini menunjukkan bahwa pelanggan Grapari PT. Telkomsel menilai bahwa ke lima aspek/dimensi layanan sudah baik dan memuaskan. Saran diberikan yakni mempertahankan dan meningkatkan kualitas jasa layanan customer service.
ABSTRACT
This study aims to determine the service quality of customer service based on five dimensions: tangible, reliability, responsiveness, assurance and empathy in Grapari PT. Telkomsel. The method used is descriptive quantitative method. Data collection techniques used in this study came from two sources: primary data obtained via questionnaire respondents as many as 81 people. Secondary data obtained through observation of the situation and conditions of service, the manager Grapari interview with PT. Telkomsel, as well as relevant literature study and analysis in support of this research. The results of this study indicate that customers Grapari PT. Telkomsel judge that the five aspects / dimensions of the service has been good and satisfying. Advice is given that maintain and improve service quality customer service.
