Peranan sistem informasi terhadap kualitas layanan pada perusahaan pelanggan PT. JSR . Studi kasus pada beberapa perusahaan manufaktur di JABOTABE

Kosasi, Sandy

Indonesian

Binus University Repository

1 PERANAN SISTEM INFORMASI TERHADAP KUALITAS LAYANAN PADA PERUSAHAAN PELANGGAN PT JSR  Studi Kasus  Beberapa Perusahaan Manufaktur Di Jabotabek             Sandy Kosasi  2201951019     PROGRAM PASCASARJANA PROGRAM STUDI MAGISTER MANAJEMEN SISTEM INFORMASI UNIVERSITAS BINA NUSANTARA JAKARTA 1997 2 DAFTAR ISI  Judul.................................................................................................................. i Persetujuan........................................................................................................ iii Kata Pengantar.................................................................................................. iv Abastrak............................................................................................................ vi Daftar Isi......................................................................................................... viii Daftar Tabel....................................................................................................... x Daftar Gambar................................................................................................... xi  BAB 1 PENDAHULUAN.............................................................................. 1   1.1 Latar Belakang.............................................................................. 1   1.2 Perumusan Masalah....................................................................... 5 1.3 Tujuan dan Manfaat....................................................................... 6 1.3.1 Tujuan Penelitian.................................................................. 6 1.3.2 Manfaat Penelitian................................................................ 6  1.4 Ruang Lingkup.............................................................................. 7  1.5 Hipotesis....................................................................................... 9  1.6 Sistematika Penulisan.................................................................... 9   BAB 2 LANDASAN TEORI........................................................................ 11 2.1 Teknologi Informasi..................................................................... 11 2.2 Manajemen Kualitas Layanan....................................................... 14 2.2.1 Pengertian Kualitas.............................................................. 14 2.2.2 Kualitas Layanan................................................................. 15 2.2.3 Dimensi-dimensi Kualitas Layanan.......................................17 2.2.4 Pendekatan Kualitas Layanan.............................................. 18 2.3 Dampak Teknologi Informasi....................................................... 21 2.4 Analisis Rantai Nilai..................................................................... 23  BAB 3 METODOLOGI PENELITIAN........................................................ 26 3.1 Studi Pustaka.............................................................................. 26 3.2 Metode Pengumpulan Data......................................................... 26 3 3.2.1 Pengumpulan Data Primer.................................................. 27 3.2.2 Pengumpulan Data Sekunder.............................................. 28 3.3 Variabel Penelitian...................................................................... 29 3.3.1 Variabel Teknologi Informasi............................................. 29 3.3.2 Variabel Kualitas Layanan.................................................. 30 3.4 Model Penelitian......................................................................... 31 3.5 Model Analisis............................................................................ 33 3.6 Metode Analisis.......................................................................... 36  BAB 4 HASIL PENELITIAN DAN PEMBAHASAN.................................. 39 4.1 Hasil Pengolahan Data dan Deskripsinya...................................... 39 4.1.1 Peranan Sistem Informasi Dalam Meningkatkan Kualitas     Layanan.............................................................................. 39   4.1.2 Perbedaan Kualitas Dan Layanan........................................ 47 4.2 Pembahasan Hasil Penelitian........................................................ 49 4.2.1 Hasil Pengujian Hipotesis Sistem Informasi Dalam          Meningkatkan Kualitas Layanan......................................... 49 4.2.2 Hasil Pengujian Hipotesis Perbedaan Kualitas Layanan.......56 4.3 Dampak Teknologi Informasi...................................................... 61 4.4 Analisis Rantai Nilai.................................................................... 63  BAB 5  KESIMPULAN DAN SARAN......................................................... 67  5.1 Kesimpulan................................................................................. 67  5.2 Saran-saran................................................................................. 69  DAFTAR ACUAN DAFTAR PUSTAKA LAMPIRAN RIWAYAT HIDUP KUESIONER       

Peranan sistem informasi terhadap kualitas layanan pada perusahaan pelanggan PT. JSR . Studi kasus pada beberapa perusahaan manufaktur di JABOTABEK

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