Operational Service Optimization Strategy of PT Buana Jaya Cakrawala

Subiantoro, Anantha Syah Irsyad (2024) Operational Service Optimization Strategy of PT Buana Jaya Cakrawala. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Freight forwarders have the main activity, which is to coordinate and manage the various modes of transportation that will be used by the company in its shipments. As a result, this leads to scenarios where they offer similar or even identical services to competitors' services when faced with the same transportation provider. Thus, the quality of this business service is important to be reviewed. This study aims to identify what variables are used in measuring the quality of PT Buana Jaya Cakrawala's Middle-Mile logistics services and analyze the quality of PT Buana Jaya Cakrawala's services using the LSQ method and the IPA method. This research was conducted with a quantitative descriptive approach. The sample of this study is 55 respondents with non-probability sampling, namely purpossive sampling. The data collection technique was carried out using a questionnaire with 24 statement items to measure the
assessment of importance and satisfaction assessment in the Middle-Mile Logistic domain. The data analysis techniques carried out include descriptive analysis, research instrument tests (validity and reliability tests), normality and outliers tests, calculation of service quality using the LSQ (Logistic Service Quality) method, to IPA (Importance Performance Analysis) analysis. This study provides an overview of the quality in PT Buana Jaya Cakrawala's Middle Mile logistics services. The data collection was conducted through an online questionnaire using Google Forms, based on the Logistics Service Quality (LSQ) attributes for customers using PT Buana Jaya Cakrawala’s services. Subsequently, the data were processed using the ImportancePerformance Analysis (IPA) method to prioritize the identified attributes. From the LSQ attribute analysis, 24 valid and reliable attributes were generated for middle-mile logistics research. The
study revealed a 102% alignment between customer expectations (importance) and the services received (satisfaction). This narrow margin indicates that customers are relatively satisfied with the provided services, although some attributes still need improvement. The IPA method also resulted in a prioritized mapping of attributes that require evaluation and enhancement, leading to proposed improvement recommendations for PT Buana Jaya Cakrawala.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Company Evaluation, Freight Forwarder, Importance Performance Analysis, Logistic Service Quality
Subjects:	V Naval Science > V Naval Science (General) > V220 Naval ports, bases, reservations, docks, etc.
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Anantha Syah Irsyad Subiantoro
Date Deposited:	09 Sep 2024 08:54
Last Modified:	09 Sep 2024 08:54
URI:	http://repository.its.ac.id/id/eprint/115374

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