Research Article
Analysis Of Outsourcing Employee Service Quality Towards Customer Satisfaction Scope Of Pt. Bummy Harapan Umat Of The Outsourcing Division Economic And Entrepreneurship Assembly Leaders Of The Muhammadiyah Region Of Yogyakarta
@INPROCEEDINGS{10.4108/eai.10-8-2022.2320844, author={Citra Ciptaning Surya Asmara and Fitroh Adhilla and Agus Siswanto}, title={Analysis Of Outsourcing Employee Service Quality Towards Customer Satisfaction Scope Of Pt. Bummy Harapan Umat Of The Outsourcing Division Economic And Entrepreneurship Assembly Leaders Of The Muhammadiyah Region Of Yogyakarta}, proceedings={Proceedings of the 3rd International Conference of Business, Accounting, and Economics, ICBAE 2022, 10-11 August 2022, Purwokerto, Central Java, Indonesia}, publisher={EAI}, proceedings_a={ICBAE}, year={2022}, month={8}, keywords={responsiveness reliability empathy assurance and tangible satisfaction}, doi={10.4108/eai.10-8-2022.2320844} }- Citra Ciptaning Surya Asmara
Fitroh Adhilla
Agus Siswanto
Year: 2022
Analysis Of Outsourcing Employee Service Quality Towards Customer Satisfaction Scope Of Pt. Bummy Harapan Umat Of The Outsourcing Division Economic And Entrepreneurship Assembly Leaders Of The Muhammadiyah Region Of Yogyakarta
ICBAE
EAI
DOI: 10.4108/eai.10-8-2022.2320844
Abstract
Indicators that can be applied in measuring service quality on outsourcing employees of PT. The Bummy Harapan Ummah is using the SERVQUAL (service quality) model as described by Parasuraman, Zeithaml and Berry (Lupiyoadi, 2009). SERVQUAL is built on the comparison of two main factors, namely the customer's perception of the service they actually receive (perceived service) with the service that is actually expected (expected service). There are five dimensions of SERVQUAL, namely responsiveness (responsiveness), reliability (reliability), empathy (empathy), assurance (guarantee), and tangible (physical evidence). Customer satisfaction will be obtained by comparing the service expected by the customer and the service received by the customer
