Mahendra, M. Rega Dianta (2025) Peningkatan Pelayanan Pelanggan Dengan Integrasi Service Blueprint, Service Quality, Dan Importance Performance Analysis Pada Laboratorium Pengujian Lingkungan (Studi Kasus : PT. Unilab Perdana Cabang Surabaya). Masters thesis, Intitut Teknologi Sepuluh November.
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Abstract
Laboratorium pengujian lingkungan berperan penting dalam menghasilkan hasil uji yang valid dan reliabel, memastikan kepatuhan terhadap regulasi lingkungan, dan melindungi kesehatan masyarakat. Studi ini menyoroti peningkatan kualitas layanan pelanggan di PT Unilab Perdana Cabang Surabaya berdasarkan standar ISO 17025:2017 sebagai standar teknis laboratorium pengujian dengan pendekatan kuantitatif dan kualitatif menggunakan metode service quality, importance performance analysis, dan service blueprint. Hasil analisis service quality menunjukkan nilai realitas berkisar antara 3,298–3,560 dengan nilai ekspektasi 3,440–3,595. Selisih nilai GAP berkisar -0,179 hingga -0,012. Analisis IPA mengidentifikasi aspek prioritas perbaikan, diantaranya pemahaman tim sales, respons terhadap keluhan pelanggan, dan kinerja petugas sampling. Metode service blueprint mengungkap 18 potensi kegagalan tersebar dalam seluruh proses layanan, mulai dari kaji ulang permintaan hingga penerbitan hasil uji. Strategi perbaikan mencakup pelatihan product knowledge untuk tim sales, pengembangan sistem informasi untuk merespons keluhan pelanggan, dan manajemen petugas sampling. Pendekatan model ini diharapkan dapat memberikan gambaran yang komprehensif mengenai proses pelayanan pelanggan sehingga mampu meningkatkan kepuasan, loyalitas, dan daya saing PT Unilab Perdana Cabang Surabaya.
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Environmental testing laboratories play a crucial role in producing valid and reliable test results, ensuring compliance with environmental regulations, and protecting public health. This study focuses on improving customer service quality at PT Unilab Perdana Surabaya Branch based on ISO 17025:2017 as the technical standard for testing laboratories, employing both quantitative and qualitative approaches using the service quality, importance performance analysis, and service blueprint methods. The service quality analysis results indicate reality scores ranging from 3.298 to 3.560, with expectation scores between 3.440 and 3.595. The GAP values range from -0.179 to -0.012. The IPA analysis identifies priority improvement areas, including the sales team’s understanding, responsiveness to customer complaints, and sampling officer performance. The service blueprint method reveals 18 potential failures distributed across the service process, from request review to the issuance of test results. Improvement strategies include product knowledge training for the sales team, developing an information sistem to address customer complaints, and managing sampling officers. This model is expected to provide a comprehensive overview of customer service processes, thereby enhancing satisfaction, loyalty, and the competitiveness of PT Unilab Perdana Surabaya Branch
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Service quality, importance performance analysis, service blueprint, pelayanan pelanggan, laboratorium pengujian lingkungan, ISO 17025:2017,customer service, environmental testing laboratory |
| 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: | M. Rega Dianta Mahendra |
| Date Deposited: | 04 Feb 2025 09:10 |
| Last Modified: | 04 Feb 2025 09:10 |
| URI: | http://repository.its.ac.id/id/eprint/118224 |
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