Analisis Kualitas Layanan Logistik: Studi Kasus Perusahaan Jasa Terminal Peti Kemas di Surabaya

Putri, Syifa' Indriharni (2024) Analisis Kualitas Layanan Logistik: Studi Kasus Perusahaan Jasa Terminal Peti Kemas di Surabaya. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Terminal Peti Kemas merupakan salah satu layanan kepelabuhanan yang dikembangkan di Indonesia. Keberadaan terminal peti kemas sangat krusial dalam rantai pasok logistik karena berperan sebagai pintu keluar-masuk barang serta memastikan kelancaran proses bongkar-penumpukan-muat. Aspek layanan peti kemas meliputi efisiensi, timeliness, dan security. Salah satu perusahaan jasa terminal peti kemas adalah PT Berlian Jasa Terminal Indonesia (BJTI Port) yang merupakan anak perusahaan PT Pelindo Terminal Peti Kemas (SPTP). Pasca merger Pelindo tahun 2021, BJTI Port berupaya melakukan standardisasi layanan melalui pengembangan sistem digitalisasi dan perbaikan kualitas layanannya. Disisi lain, wacana pemerintah Indonesia membangun terminal peti kemas komersial yang dikelola swasta di Jawa Timur menjadi tantangan baru bagi perusahaan untuk bagaimana bisa memenangkan persaingan pasar. Dalam hal ini, kualitas layanan adalah kunci yang menentukan bagaimana respon pengguna jasa terhadap perusahaan. Untuk mewujudkan visi sebagai penyedia jasa pelabuhan terbaik, BJTI Port melakukan survei kepuasan pelanggan setiap tahunnya guna mengetahui seberapa puas pelanggan terhadap layanan yang diberikan. Namun setelah dilakukan evaluasi terhadap indikator yang digunakan, ditemukan bahwa indikator belum cukup mewakili permasalahan yang ada perusahaan secara keseluruhan. Penelitian ini akan menganalisis kualitas layanan menggunakan indikator yang sesuai dengan bidang jasa perusahaan yakni Logistic Service Quality. Analisis dilakukan menggunakan metode pairwise comparisson pada Analytical Hierarchy Proccess (AHP) untuk mengetahui tingkat kepentingan tiap indikator dan skala likert untuk mengetahui nilai kualitas layanan. Responden sebanyak 18 orang yang terdiri atas manajer keuangan dan manajer operasional pada 9 Ekspedisi Muatan Kapal Laut (EMKL) di Surabaya. Hasil menunjukkan aspek keuangan dan aspek operasional dinilai sangat baik
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Container Terminal is one of the port services developed in Indonesia. The existence of container terminals is crucial in the logistics supply chain because it acts as an entry and exit point for goods and ensures a smooth loading and unloading process. Aspects of container services include efficiency, timeliness, and security. One of the container terminal service companies is PT Berlian Jasa Terminal Indonesia (BJTI Port) which is a subsidiary of PT Pelindo Terminal Peti Kemas (SPTP). After the Pelindo merger in 2021, BJTI Port seeks to standardize services through the development of a digitization system and improve the quality of its services. On the other hand, the discourse of the Indonesian government to build a privately managed commercial container terminal in East Java is a new challenge for the company to win market competition. In this case, service quality is the key that determines how service users respond to the company. To realize the vision as the best port service provider, BJTI Port conducts a customer satisfaction survey every year to find out how satisfied customers are with the services provided. However, after evaluating the indicators used, it was found that the indicators did not adequately represent the problems that exist in the company as a whole. This research will analyze service quality using indicators that are in accordance with the company's service sector, namely Logistic Service Quality. The analysis was carried out using the pairwise comparisson method in the Analytical Hierarchy Process (AHP) to determine the level of importance of each indicator and Likert scale to determine the value of service quality. Respondents were 18 people consisting of financial managers and operational managers at 9 Expedition of Sea Cargo (EMKL) in Surabaya. The results show that the financial aspects and operational aspects are rated very well

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Container Port, Logistic Service Quality, AHP, Pairwise Comparisson, Logistic Service Quality,Terminal Peti Kemas, Logistic Service Quality, AHP, Pairwise Comparisson, Layanan Logistik
Subjects:	H Social Sciences > HE Transportation and Communications > HE551.W36 Container terminals--Management. H Social Sciences > HE Transportation and Communications > HE564.A1 Shipping H Social Sciences > HE Transportation and Communications > HE566.F7 Freighters. Cargo ships H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Syifa' Indriharni Putri
Date Deposited:	09 Aug 2024 02:45
Last Modified:	09 Aug 2024 02:45
URI:	http://repository.its.ac.id/id/eprint/114595

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