Excellent Service Quality at UDTRI JAYA Techniques, Gorontalo District

Abstrak

The aim of this studyto know and analyze1)Excellent service quality at UD Tri Jaya Teknik, Gorontalo Regency, which is studied based on the dimensions of tangibility, reliability, responsiveness, assurance and empathy; The determinant factors in realizing excellent service quality at UD Tri Jaya Teknik, Gorontalo Regency are studied from employee commitment to the company, employee relations with colleagues, leadership in the company. This research approach is qualitative. The research method is descriptive qualitative. Data collection was carried out using interview techniques, observation, and documentation studies. TechniqueData analysis in this study was carried out by data reduction, data presentation and conclusion/verification.
The research results show: 1)The Empathy dimension in excellent service quality at UD Tri Jaya Teknik, Gorontalo Regency, can be realized optimally. While the Tangibility, Reliability, Responsiveness, and Assurance dimensions in excellent service quality at UD Tri Jaya Teknik, Gorontalo Regency, have been realized, but not yet optimal; 2) The determinant factor in realizing excellent service quality at UD Tri Jaya Teknik Gorontalo Regency is the factor of employee commitment to the company which is a supporter of the realization of excellent service quality at UD Tri Jaya Teknik Gorontalo Regency.Meanwhile,factors of employee relations with colleagues and leadership factors within the company are also supporters as well as obstacles to the realization of excellent service quality at UD Tri Jaya Teknik, Gorontalo Regency.

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