Evaluasi Kualitas Layanan PT X Terhadap Agen LPG : Studi Kasus Di Surabaya

Wigunna, I Made Pratita Nanda (2025) Evaluasi Kualitas Layanan PT X Terhadap Agen LPG : Studi Kasus Di Surabaya. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Penelitian ini bertujuan untuk mengevaluasi kualitas layanan PT X terhadap agen LPG 3 Kg di wilayah Surabaya. Latar belakang penelitian didasarkan pada meningkatnya konsumsi LPG bersubsidi dan pentingnya peran agen dalam mendistribusikan energi ke masyarakat. Namun, masih ditemukan berbagai permasalahan seperti kontrol kualitas produk yang belum optimal, distribusi yang tidak efisien, hingga ketidaksesuaian harga yang menyebabkan persaingan tidak sehat antaragen. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei melalui penyebaran kuesioner kepada agen LPG yang telah bekerja sama dengan PT X. Model analisis yang digunakan adalah integrasi metode Service Quality (SERVQUAL), Importance Performance Analysis (IPA), dan Quality Function Deployment (QFD). Lima dimensi SERVQUAL (tangibles, reliability, responsiveness, assurance, dan empathy) digunakan untuk mengidentifikasi persepsi dan harapan agen. Hasil dari gap analisis tersebut dipetakan dalam matriks IPA untuk menentukan prioritas perbaikan. Selanjutnya, atribut prioritas dirumuskan dalam matriks House of Quality guna merancang strategi pengembangan layanan yang tepat sasaran. Penelitian ini diharapkan dapat memberikan rekomendasi strategis bagi PT X dalam meningkatkan kualitas layanan secara berkelanjutan serta memperkuat hubungan kemitraan dengan para agen LPG
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This study aims to evaluate the quality of PT X's service to 3 kg LPG agents in the Surabaya area. The background of the study is based on the increasing consumption of subsidized LPG and the important role of agents in distributing energy to the community. However, various problems are still found, such as suboptimal product quality control, inefficient distribution, and price discrepancies that cause unfair competition between agents. This study uses a quantitative approach with a survey method through the distribution of questionnaires to LPG agents who have collaborated with PT X. The analysis model used is an integration of the Service Quality (SERVQUAL), Importance Performance Analysis (IPA), and Quality Function Deployment (QFD) methods. The five dimensions of SERVQUAL (tangibles, reliability, responsiveness, assurance, and empathy) are used to identify agent perceptions and expectations. The results of the gap analysis are mapped in an IPA matrix to determine improvement priorities. Furthermore, priority attributes are formulated in a House of Quality matrix to design targeted service development strategies. This study is expected to provide strategic recommendations for PT X in improving service quality sustainably and strengthening partnerships with LPG agents

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Kualitas Layanan, Agen LPG, SERVQUAL, IPA, QFD, PT X; Service Quality, LPG Agent, SERVQUAL, IPA, QFD, PT X
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation H Social Sciences > HD Industries. Land use. Labor > HD62.15 Total quality management. H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	I Made Pratita Nanda Wigunna
Date Deposited:	25 Jul 2025 07:24
Last Modified:	25 Jul 2025 07:24
URI:	http://repository.its.ac.id/id/eprint/121945

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