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<title><![CDATA[USULAN PENINGKATAN KUALITAS PELAYANAN PADA PT. PRABU HASSA PRIMA MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DAN POTENTIAL GAIN IN CUSTOMER VALUE]]></title>
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<note>PT. Prabu Hassa Prima merupakan usaha yang bergerak dibidang Digital Printing dan Offset di Kota Bandung. PT. Prabu Hassa Prima berdiri pada tahun 2000 dan masih perlu meningkatkan kualitas pelayanan agar mendapatkan respon positif dari konsumennya. Untuk mengetahui cara agar kualitas pelayanan di PT. Prabu Hassa Prima dapat meningkat, digunakan dimensi service quality sebagai acuan untuk pembuatan kuesioner. Dimensi service quality yang digunakan yaitu tangible, reliability, responsiveness, assurance dan empathy. Kuesioner yang telah dirancang disebarkan kepada 97 orang. Berdasarkan hasil dari metode Importance Performance Analysis (IPA) terdapat 4 aspek yang masuk kedalam kuadran I dan diolah menggunakan Potential Gain in Customer Value (PGCV) didapatkan atribut prioritas perbaikan yaitu karyawan memberikan layanan sesuai dengan waktu yang dijanjikan (A5). Oleh karena itu dilakukan identifikasi usulan perbaikan dengan menggunakan tree diagram untuk atribut tersebut. Usulan yang telah dibuat diharapkan dapat meningkatkan kualitas pelayanan di PT. Prabu Hassa Prima.</note>
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