Improving Service Quality Creative Advertising Industry with the PDCA Method (Case of PT Kharisma Advertising)

Authors : Novita Damayanti, Rosalendro Eddy Nugroho

Volume/Issue : Volume 5 - 2020, Issue 4 - April

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The purpose of this study was to determine the users of PDCA methods in improving the quality of creative services in the advertising subsector industry in PT Kharisma Advertising. The quality of services has not been fulfilled because of the management factor and the reliability level of advertising agency employees in serving the needs of clients. With this research, it is expected that problems arising from the lack of quality corporate governance management services in the charismatic environment of advertising can be fixed. From observations, it can be seen that almost 80% of client complaints that occur due to Management at PT Kharisma Advertising, the rest types of client complaints are caused by the facilities, administration/price and technical and non-technical services of PT Kharisma Advertising. Improvements can be made by focusing on the largest type of client complaints, namely management in the company. This is because client complaints against Kharisma Advertising management have the largest percentage of 80% of the total types of other passenger complaints.

Keywords : Services, Advertising, PDCA Method.


Paper Submission Last Date
31 - May - 2023

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