No.

Document
PT KENERTEC POWER SYSTEM
Date January 23, 2017
EVALUASI KEPUASAN PELANGGAN Revision 0
PT. KENERTEC POWER SYSTEM CUSTOMER SATISFACTION INDEX No. Form FML-MKWT-01
TINGKAT PERSEPSI / TINGKAT EKSPEKTASI /
ATRIBUT PENILAIAN / ATTRIBUTES OF ASSESSMENT
PERCEPTION LEVEL EXPECTATION LEVEL
MUTU PRODUK DAN PELAYANAN / PRODUCT AND SERVICE QUALITY 1 2 3 4 5 1 2 3 4 5
Bagaimana kualitas dari produk kami?
1.
How is the quality of our products?
Apakah harga yang ditawarkan kompetetif dengan produk yang sama ?
2.
Does the price that we offer quite competitive with other similar products?
Bagaimana dengan pelayanan kami?
3.
How about our service condition?
Bagaiman desain gambar yang diberikan oleh perusahaan kami?
4.
How is the drawing design provided by our company?
Apakah desain gambar sudah sesuai dengan keinginan perusahaan anda?
5.
Does our drawing design fit your company’s requirements?
JUMLAH KOMPLAIN / TOTAL COMPLAINTS 1 2 3 4 5 1 2 3 4 5
Bagaimana kondisi barang setelah diterima, apakah mengalami kerusakan?
6.
How is the condition of our products upon acceptance, Is there any damage?
Bagaimana jumlah barang setelah diterima, apakah sesuai jumlahnya?
7.
How is the quantity of our products upon acceptance? Does the amount match?
Bagaimana jumlah barang setelah diterima, apakah sesuai keinginan?
8.
What do you think about our products upon acceptance? Does it fit your requirements?
Bagaimana respon perusahaan kami dalam menangani komplain?
9.
How is our company response to handling the complaint?
KOMITMEN TERHADAP PELANGGAN / COMMITMENT TO CUSTOMERS 1 2 3 4 5 1 2 3 4 5
Apakah perusahaan kami selama ini sudah komitmen terhadap penanganan komplain ?
10.
What do you think about our company’s commitment of handling complaints?
Apakah perusahaan kami memberikan garansi terhadap produk yang dijual?
11.
Does our company give you guarantee for the products sold?
Apakah perusahaan kami selama ini sudah komitmen terhadap agreement yang telah disepakati?
12.
How is our company’s commitment regarding the agreement?
Apakah perusahaan kami selama ini komitmen terhadap janji?
13.
How is our company’s commitment regarding any promises?
PENGIRIMAN PRODUK / PRODUCT DELIVERY 1 2 3 4 5 1 2 3 4 5
Apakah selama pengiriman produk, perusahaan kami sangat cepat dan ontime?
14.
What about our product delivery time? Is it fast and on time?
Apakah selama pengiriman produk, perusahaan kami sangat lambat dan tidak sesuai keinginan ?
15.
What about our product delivery time? Is it slow and unsatisfactory?

Notes :
Perception level rating scale Expectation level rating scale CUSTOMER

1 : Very Bad 1 : Very Unimportant Company Name :

2 : Bad 2 : Unimportant PIC :
3 : Enough 3 : Not Too Important Signature/ Stamp :
4 : Good 4 : Important Date :
5 : Very Good 5 : Very important
Perception Level is customer 's assessment of the service given by PT. Korindo Heavy Industry
Expectation Level is customer's expectation to the service given by PT. Korindo Heavy Industry

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