Analisis Kualitas Layanan Bongkar Muat Container dengan Integrasi Kano-Fuzzy dan SERVQUAL

Mulia, Nafa Artha Cahaya (2024) Analisis Kualitas Layanan Bongkar Muat Container dengan Integrasi Kano-Fuzzy dan SERVQUAL. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kualitas pelayanan adalah aspek kunci dalam industri jasa yang secara signifikan memengaruhi kepuasan pelanggan dan keberlanjutan perusahaan. Kualitas pelayanan adalah fenomena yang kompleks dengan aspek-aspek kualitas bervariasi antara penyedia layanan dan konsumen. Pentingnya kualitas pelayanan terletak pada kemampuan perusahaan untuk bersaing dan mempertahankan loyalitas pelanggan. Dalam konteks perusahaan Depo Container Jawa Timur, masalah keterlambatan dalam proses bongkar muat container impor memicu keluhan pelanggan. Namun, perusahaan ini belum pernah melakukan penelitian untuk memahami persepsi dan harapan pelanggan terkait kualitas pelayanan yang diharapkan. Oleh karena itu, penelitian ini bertujuan untuk menganalisis dan meningkatkan kualitas layanan dalam proses bongkar muat container. Pada perhitungan servqual diperoleh nilai Q 0,995. Kemudian diolah dengan Kano¬-Fuzzy, diperoleh hasil yakni 14 atribut must-be, 12 atribut one-dimensional, dan 6 atribut attractive. Hasilnya diinterpretasikan pada diagram IPA dan fishbone diagram untuk menentukan area perbaikan potensial dan rekomendasi perbaikan. Atribut pelayanan yang termasuk area perbaikan potensial adalah jumlah alat bongkar muat yang digunakan memadai, area bongkar muat terjaga kebersihannya dengan baik, peralatan bongkar muat bekerja dengan baik dan tidak sering mengalami gangguan teknis, petugas operasional pos keamanan responsif terhadap keamanan dan, dan petugas administrasi memiliki kompetensi yang sesuai.
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Service quality is a critical aspect of the service industry that significantly affects customer satisfaction and corporate sustainability. Service quality is a complex phenomenon, with quality aspects varying between service providers and consumers. The importance of quality of service lies in the company's ability to compete and maintain customer loyalty. In the context of the East Java Container Depo company, the problem of delays in the discharge process of imported containers triggered customer complaints. However, the company still needs to research to understand customer perceptions and expectations regarding the expected quality of service. Therefore, this study aims to analyze and improve the service quality in the unloading containers. On servqual calculation, value Q was obtained at 0.995. Then, processed with Kano¬-Fuzzy, the result was 14 must-be, 12 one-dimensional, and 6 attractive attributes. Next, the results are interpreted on the IPA diagram to determine potential improvement areas and suggestions. Service attributes that include potential repair areas are the adequate number of loading units used, the loading area is hygienically well-lined, loading equipment works well and does not frequently experience technical interference, security post operational officers are responsive to security, and administrative officers have appropriate competence.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Bongkar Muat, Kontainer, Container, Fuzzy, Kano, SERVQUAL, Unloading
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26101-(S2) Master Thesis
Depositing User:	Nafa Artha Cahaya Mulia
Date Deposited:	02 Feb 2024 08:04
Last Modified:	02 Feb 2024 08:25
URI:	http://repository.its.ac.id/id/eprint/105976

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