EVALUASI PENERAPAN ACTION CONTROL DAN RESULT CONTROL DALAM UPAYA MENINGKATKAN KUALITAS LAYANAN CV “X” CABANG SEMARANG
Abstract
Tujuan penulisan skripsi ini termasuk explanatory research karena fokus dari penulisan ini mengevaluasi penerapan action control dan result control dalam upaya meningkatkan kualitas layanan CV “X” cabang Semarang. Hasil penelitian menunjukkan bahwa CV ”X” telah menerapkan action control dan result control yang bertujuan memberikan suatu layanan yang baik sehingga pelanggan memiliki penilaian positif. Namun, masih terdapat beberapa kelemahan dalam dimensi kualitas layanan yang ditimbulkan dari service quality gap yang terjadi sehingga membuat layanan menjadi kurang optimal. Oleh karena itu, dibutuhkan sistem pengendalian manajemen yang lebih baik untuk mengatasi masalah-masalah terkait kualitas layanan. Dalam penerapannya, action control dan result control akan saling melengkapi kebutuhan badan usaha dalam meningkatkan kualitas layanan yang diberikan. Dengan adanya peningkatan kualitas layanan, diharapkan perusahaan dapat memenuhi harapan konsumen sehingga menciptakan kepuasan dan loyalitas yang tinggi dan tujuan perusahaan pun dapat tercapai.
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