By
Azzam Fahmy 2-1551-011
MASTER’S DEGREE In
MASTER OF INFORMATION TECHNOLOGY
FACULTY OF ENGINEERING AND INFORMATION TECHNOLOGY
SWISS GERMAN UNIVERSITY The Prominence Tower
Jalan Jalur Sutera Barat No. 15, Alam Sutera Tangerang, Banten 15143 - Indonesia
August 2018
STATEMENT BY THE AUTHOR
I hereby declare that this submission is my own work and to the best of my knowledge, it contains no material previously published or written by another person, nor material which to a substantial extent has been accepted for the award of any other degree or diploma at any educational institution, except where due acknowledgement is made in the thesis.
Azzam Fahmy
_______________________________________________ _______________
Student Date
Approved by:
Mr. Dr. Mulya Mashudi, M.E.M.
______________________________________________ ________________
Thesis Advisor Date
Dr. Ir.Moh.A.Amin Soetomo,M.Sc.
______________________________________________ ________________
Thesis Co-Advisor Date
Dr. Irvan S Kartawiria,S.T,M.S.c
______________________________________________ ________________
Dean Date
ABSTRACT
Perception Analysis Of Service Quality IT Operation Study Case PT XYZ
BY
Azzam Fahmy
SWISS GERMAN UNIVERSITY
Customer satisfaction of IT service delivered by PT XYZ has become essential.
Attention to develop an adequate level of customer satisfaction index in Oil and Gas Company and also to assist ICT management for continuous improvement of strategy and action to meet Stakeholders needs. Using quantitative research and method Servqual questionnaire within five (5) variable known as Tangible, Reability, Responsiveness, Assurance and Empathy to analyze Perception an Expectation from IT Users. The result of data processing assisted with SPSS 22 to validate test and reliability of the data. Based on the research result, was obtained average value Servqual Score of Gap 5 is -0.012 on varible Assurance, which means consumers are not satisfed with the exiting service by ICT Department. In Variable of Assurance, concluded that courtesy has the highest score represent of the statement "personnel in PT XYZ consistently courteous with the users". While security has the lowest score represent of the statement "users in PT XYZ feel safe in using ICT services" in Servqual Questionnaire. Therefore The need for feel secured and comfort for IT Users become high consideration of ICT Department to improve its service quality in the company of PT XYZ.
Keyword : Customer satisfaction, Servqual, Service Quality.
COPYRIGHT
© Copyright 2018 By Azzam Fahmy Student
All rights reserved
DEDICATION
I dedicated this thesis to my beloved family for all the support, pray and encouragement, and also for my colleagues in MIT Swiss German University.
ACKNOWLEDGEMENTS
I would first like to thank to my thesis advisor Mr. Dr. Mulya Mashudi, M.E.M and Dr. Ir.Moh.A.Amin Soetomo,M.Sc. as Co Advisor for giving me the best approach to help me motivated , focus, learned and confidence and finished in time. I enjoy for all have done to make all the thing works as expected. Thank you for your valuable time and dedication to achieve my thesis work.
I would also like to thank to IT Users PT.XYZ and IT Department at PT.XYZ who were involved in the validation survey for this research project. Especially for Mr.
Abu Hanifah, for his contribution and recommendation. I could write all the name to express my gratitude to all Managers, Employee, and ICT member who participated/contributed. Without their passionate participation and input, the validation survey could not have been successfully conducted.
Finally, I must express my very profound gratitude to my parents and to my beloved wife , son, brothers , friends , colleagues, and lecturer for providing me with unfailing support and continuous encouragement throughout my years of study and through the process of researching and writing this thesis. This accomplishment would not have been possible without them. Thank you. Love you all.
TABLE OF CONTENT
STATEMENT BY THE AUTHOR ... 2
ABSTRACT ... 3
COPYRIGHT ... 4
DEDICATION ... 5
ACKNOWLEDGEMENTS ... 6
TABLE OF CONTENT ... 7
LIST OF FIGURES ... 9
Chapter 1 – Introduction ... 11
1.1.Background ... 11
1.2.Research Problems ... 14
1.3.Research Objectives ... 14
1.4.Significance of Study ... 14
1.5.Research Questions ... 15
1.6.Hypothesis ... 15
1.7.Scope and Limitation ... 15
Chapter 2 – Literature Review ... 16
2.1 Service Quality ... 16
2.2 Methods Of Calculating Service Quality ... 17
2.3 Previous Study ... 19
2.4 Service Quality (SERVQUAL) ... 24
Chapter 3 – Methodology ... 27
3.1. Population, Sample and Sampling Technique ... 27
3.2. Research Methods ... 27
3.3. Data Collection and Processing Techniques ... 28
3.4. Data Sources and Collection ... 29
3.5. Data Analysis Technique ... 29
3.5.1. Identification of Respondent Characteristics ... 29
3.5.2. Preparation and Distribution of Questionnaires ... 29
3.5.3. Preparation and Distribution of Research Questionnaires ... 29
Chapter 4- Result and Discussion ... 31
4.1. Data of Respondents ... 31
4.2. Validity and Reliability Test ... 32
4.2.1. Test Validity of Expectations ... 32
4.2.2. Table Summary Expectations ... 38
4.2.3. Test The Validity Of Perception ... 40
4.2.4. Table Summary Perception ... 44
4.2.5. Table Total Overall Perception Score ... 46
4.2.6. Table Of Total Overall Expectations Score ... 46
4.2.7. Weighting Perceptions and Expectations (P-E) ... 47
CHAPTER 5 - CONCLUSION AND RECOMMENDATION ... 49
5.1. Conclusion ... 49
5.2. Recommendation ... 49
5.3. Future Riset ... 50
GLOSSARY ... 51
APPENDICES ... 52
CURRICULUM VITAE ... 61
