Evaluasi Kualitas Layanan pada Perusahaan Keagenan LPG Public Service Obligation (Studi Kasus : PT Putera Kepala Mahakam)

Faisal, Pandya Ahmadi (2024) Evaluasi Kualitas Layanan pada Perusahaan Keagenan LPG Public Service Obligation (Studi Kasus : PT Putera Kepala Mahakam). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Sebagai komoditas yang memiliki peran krusial pada kehidupan masyarakat, distribusi LPG 3 Kg harus dijalankan secara optimal. PT Putera Kepala Mahakam sebagai bagian dari program PSO Pertamina, bertugas menyebarkan LPG 3 Kg sesuai dengan kuota yang diberikan oleh pemerintah. Penelitian ini bertujuan untuk mengetahui tingkat kualitas layanan perusahaan dan atribut yang perlu diperbaiki, serta menentukan strategi pengembangan kualitas layanan perusahaan. Penelitian ini menggunakan lima dimensi SERVQUAL untuk dikembangkan menjadi atribut kualitas layanan. Dari atribut-atribut tersebut diperoleh nilai persepsi dengan tingkat relevansi yang berbeda-beda dan hasilnya dibobotkan menggunakan IPA. Pada proses pembuatan QFD, nilai bobot IPA digunakan sebagai customer requirements, kemudian data ekspektasi konsumen juga digunakan pada planning matrix. Maka, kesimpulan akhir QFD akan menjadi rekomendasi untuk meningkatkan kualitas layanan perusahaan. Dari hasil pengolahan, diketahui bahwa 9 dari 20 atribut SERVQUAL memiliki nilai negatif yang menandakan kinerja PT Putera Kepala Mahakam sudah cukup memuaskan namun masih terdapat banyak ruang untuk dilakukan perbaikan. Sedangkan dari hasil pengolahan IPA didapatkan delapan atribut dalam kuadran keep up the good work, empat atribut dalam kuadran overkill, empat atribut dalam kuadran low priority, dan empat atribut dalam kuadran concentrate here yang dijadikan fokusan dalam pengolahan QFD. Hasil pengolahan QFD menghasilkan tujuh technical responses sebagai rancangan perbaikan PT Putera Kepala Mahakam, diantaranya adalah: mengembangkan dan menerapkan sistem manajemen keluhan yang efisien, memberikan pelatihan keterampilan komunikasi dan empati kepada karyawan, memastikan ketersediaan LPG secara konsisten, memastikan kepatuhan terhadap standar industri dan memiliki sertifikasi yang relevan, memberikan pelatihan intensif mengenai keterampilan melayani dan membantu pelanggan kepada karyawan, mengembangkan dan menerapkan SOP mengenai bagaimana karyawan harus menangani berbagai situasi dan permintaan pelanggan, dan menerapkan program mentorship atau buddy system pada karyawan.
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As a commodity that has a crucial role in people's lives, the distribution of 3 Kg LPG must be carried out optimally. PT Putera Head Mahakam as part of Pertamina's PSO program, is tasked with distributing 3 Kg LPG according to the quota provided by the government. This research aims to determine the level of company service quality and the attributes that need to be improved, as well as determine the company's service quality development strategy. This research uses five dimensions of SERVQUAL to develop into service quality attributes. From these attributes, perception values are obtained with different levels of relevance and the results are weighted using IPA. In the QFD creation process, the IPA weight values are used as customer requirements, then consumer expectation data is also used in the planning matrix. So, the final conclusion of QFD will be a recommendation to improve the quality of company services. From the processing results, it is known that 9 of the 20 SERVQUAL attributes have negative values, which indicates that the performance of PT Putera Head Mahakam is quite satisfactory but there is still a lot of room for improvement. Meanwhile, from the results of the IPA processing, eight attributes were obtained in the keep up the good work quadrant, four attributes in the overkill quadrant, four attributes in the low priority quadrant, and four attributes in the concentrate here quadrant which were used as the focus in QFD processing. The results of the QFD processing produced seven technical responses as a plan to improve PT Putera Head Mahakam, including: developing and implementing an efficient complaints management system, providing communication skills and empathy training to employees, ensuring consistent LPG availability, ensuring compliance with industry standards and having certification relevant, providing intensive training on skills to serve and help customers to employees, developing and implementing SOPs regarding how employees should handle various situations and customer requests, and implementing a mentorship program or buddy system for employees.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	IPA, Kualitas Layanan, Public Service Obligation, QFD, SERVQUAL
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5415.32 Consumers' preferences H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations H Social Sciences > HF Commerce > HF5549.2 Personel Management H Social Sciences > HF Commerce > HF5549.5.P35 Performance standards
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Pandya Ahmadi Faisal
Date Deposited:	08 Aug 2024 05:58
Last Modified:	08 Aug 2024 05:58
URI:	http://repository.its.ac.id/id/eprint/112726

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