KEPUASAN PELAYANAN PELANGGAN DENGAN MENINGKATKAN KETERAMPILAN dan KESADARAN MENTAL SUMBER DAYA MANUSIA

Abi Prasidi, Devi Marlita

Abstract


Human Resources Development is an organization's activities must be carried out, so that knowledge (knowledge), abilities (abilities) and skills (skills) they are in accordance with the demands of the job they do. In the field of services, especially transportation, in truth, in this section should be special attention --- which both the management and the employees have the mental awareness to focus, concentrate, development and innovate, given the mental attitude has to be in good condition, sometimes, can easily fade back.


Keywords


Emphaty, Sense of belonging and customer oriented leadership

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References


Adisasmita, Rahardjo. 2014, Manajemen Pembangunan Transportasi. Jakarta: Graha Ilmu.

Almasdi, dan Jusuf Suit. 2012, Aspek Sikap Mental dalam Manajemen Sumber Daya Manusia. Jakarta: Syiar Media.

Majid, Suharto Abdul. 2009 Customer Service Dalam Bisnis Jasa Transportasi. Jakarta: Rajagrafindo Persada.

Kirom, Bahrul. 2010, Mengukur Kinerja Pelayanan dan Kepuasan Konsumen. Bandung: Pustaka Reka Cipta.

Kotler, P. 2004. Marketing Management Analysis, Planning, Implementation and Control. 9th Edition. Prentice-Hall. New Jersey.


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