Peningkatan Kualitas Pelayanan Front Office pada Pusat Pelatihan dan Manajemen Kepemimpinan Pertanian-PPMKP Ciawi
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Date
2020-09
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Journal Title
Journal ISSN
Volume Title
Publisher
PPMKP
Abstract
Service quality is very important for a institution. In the process of improving the service quality,
Pusat Pelatihan Manajemen dan Kepemimpinan Pertanian (PPMKP) Ciawi requires strategy. The objective
of this study is to define the appropriate strategy to improve service quality of Front Office in PPMKP Ciawi
by applying SWOT analysis. The population used is costumer and employees of the PPMKP Ciawi, while the
sample used is 10 front office consumen and 5 employees front office of PPMKP Ciawi. The collection of
data was done by observation, interviews, and literature, while the sampling technique used is incidental
sampling for customer and purposive sampling for employees of the PPMKP Ciawi. The results show that
PPMKP Ciawi in the position of the quadrant 1, it is shown on the coordinates of the x = 2,00 and y = 2,00.
It means that the company is suggested to employ strategy of aggresive. It may also use the forward
integration strategy, Weaknesses Opportunities Strategy, market penetration strategy dan product
development strategy.
Description
Keywords
Pelayanan Prima, Pelayanan Front Office, Pusat Pelatihan dan Manajemen Kepemimpinan Pertanian, PPMKP Ciawi, Pelayanan Publik