Penilaian Kualitas Layanan Jasa Logistik Pada Perusahaan Angkutan Alat Berat Menggunakan Metode Servqual

Ari, Galih Pranata (2024) Penilaian Kualitas Layanan Jasa Logistik Pada Perusahaan Angkutan Alat Berat Menggunakan Metode Servqual. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Objek penelitian perusahan bergerak dalam bidang layanan jasa logistik di Kalimantan Selatan berdiri tahun 2023 dengan jumlah armada logistik kurang dari 10 unit. Perusahaan jasa logistik belum melakukan penilaian terkait kualitas layanan. Sementara penilaian kualitas layanan sebagai bahan evaluasi terhadp kondisi perusahaan. Metode penilaian kualitas layanan salah satunya digunakan dengan metode SERVQUAL yang terdiri : fisik, daya tanggap, keandalan, jaminan, dan empati. Metode ini memiliki instrument penilaian yang dapat disesuaikan dengan kondisi kebutuhan perusahaan. Pengujian data dilakukan sistem kuisoner yang disebar ke pelanggan menggunakan persepsi pelanggan. Metode SERVQUAL akan membandingkan data GAP antara persepsi dan harapan pelanggan dan dilanjut dengan menggunakan IPA (Importance Performance Analysis). Hasil IPA akan dijadikan untuk menentukan Kuadran. Hasil uji menunjukkan dari 5 dimensi didapatkan nilai GAP untuk Tangibles -0.25, Reliability -0.36, Responsiveness -0.15, Assurance -0.2, dan Emphaty -0.26. Hasil seluruh dimensi bernilai negatif yang berarti harapan lebih besar dibandingkan kinerja atau persepsi. Pengguna jasa pelanggan tertinggi diperoleh oleh pelanggan bertransaksi lebih dari 3x dengan nilai 64.7%. Hasil kuadran menunjukkan perlu adanya perubahan pada area Kuadran II (D1, D2, D3), pertahankan pada Kuadran I, dan bisa dievaluasi pada Kuadran IV (A1, B1).
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The object of the research is a company engaged in the field of logistics services in South Kalimantan established in 2023 with a logistics fleet of less than 10 units. The logistics service company has not conducted an assessment related to service quality. Meanwhile, the assessment of service quality as an evaluation material for the condition of the company. One of the service quality assessment methods used is the SERVQUAL method which consists of: physical, responsiveness, reliability, assurance, and empathy. This method has an assessment instrument that can be adjusted to the conditions of the company's needs. Data testing is carried out using a questionnaire system distributed to customers using customer perceptions. The SERVQUAL method will compare GAP data between customer perceptions and expectations and is continued using IPA (Importance Performance Analysis). The results of the IPA will be used to determine the Quadrant. The test results show that from 5 dimensions, the GAP value for Tangibles -0.25, Reliability -0.36, Responsiveness -0.15, Assurance -0.2, and Empathy -0.26 is obtained. The results of all dimensions are negative, which means that expectations are greater than performance or perception. The highest customer service users are obtained by customers who transact more than 3x with a value of 64.7%. The quadrant results indicate that changes are needed in the Quadrant II area (D1, D2, D3), maintain in Quadrant I, and can be evaluated in Quadrant IV (A1, B1).

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	GAP, IPA, Logistik, Penilaian, SERVQUAL, Assesment, Logistics
Subjects:	T Technology > T Technology (General) > T56.8 Project Management T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Galih Pranata Ari
Date Deposited:	04 Feb 2025 06:50
Last Modified:	04 Feb 2025 06:50
URI:	http://repository.its.ac.id/id/eprint/118121

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