Evaluation Of Service Quality At Transportation Management Service Company (Case Study : PT Raja Logistik Nusantara)

Ramadani, Arief Alvian (2025) Evaluation Of Service Quality At Transportation Management Service Company (Case Study : PT Raja Logistik Nusantara). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Pertumbuhan pesat sektor transportasi dan logistik, khususnya di Indonesia, telah menggarisbawahi peran penting kualitas layanan dalam meningkatkan kepuasan pelanggan dan mempertahankan daya saing. Studi ini bertujuan untuk mengevaluasi dan meningkatkan kualitas layanan di PT Raja Logistik Nusantara, sebuah perusahaan jasa manajemen transportasi, menggunakan pendekatan terpadu yang menggabungkan metode SERVQUAL, Importance-Performance Analysis (IPA), dan Quality Function Deployment (QFD). Penelitian ini mengidentifikasi kesenjangan kualitas layanan antara harapan dan persepsi pelanggan, menyoroti area yang memerlukan perbaikan, dan mengembangkan strategi untuk meningkatkan kualitas layanan. Studi ini menemukan kesenjangan yang signifikan pada dimensi Tangible, Responsiveness, dan Assurance, dengan kebutuhan terbesar untuk perbaikan pada peralatan keamanan dan komunikasi karyawan. Rekomendasi utama meliputi peningkatan peralatan keamanan, peningkatan pelatihan, dan peningkatan keterampilan komunikasi karyawan. Analisis terpadu ini menyediakan kerangka kerja terstruktur untuk peningkatan layanan yang diharapkan dapat meningkatkan kepuasan pelanggan dan memperkuat posisi kompetitif perusahaan
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The rapid growth of the transportation and logistics sector, particularly in Indonesia, has underscored the critical role of service quality in enhancing customer satisfaction and maintaining competitiveness. This study aims to evaluate and improve the service quality at PT Raja Logistik Nusantara, a transportation management service company, using an integrated approach that combines the SERVQUAL, Importance-Performance Analysis (IPA), and Quality Function Deployment (QFD) methods. The research identifies service quality gaps between customer expectations and perceptions, highlights areas requiring improvement, and develops strategies to enhance service quality. The study finds significant gaps in the Tangible, Responsiveness, and Assurance dimensions, with the greatest need for improvement in security equipment and employee communication. Key recommendations include upgrading security equipment, enhancing training, and improving communication skills for employees. The integrated analysis provides a structured framework for service improvement that is expected to increase customer satisfaction and strengthen the company's competitive position

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Analisis Kepentingan-Kinerja (IPA), PT Raja Logistik Nusantara, Penerapan Fungsi Kualitas (QFD), Kualitas Layanan, SERVQUAL ; Importance-Performance Analysis (IPA), PT Raja Logistik Nusantara, Quality Function Deployment (QFD), Service Quality, SERVQUAL
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation H Social Sciences > HD Industries. Land use. Labor > HD38.5 Business logistics--Cost effectiveness. Supply chain management. ERP H Social Sciences > HF Commerce > HF5549.5 Job evaluation.
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Arief Alvian Ramadani
Date Deposited:	28 Jul 2025 08:58
Last Modified:	28 Jul 2025 08:58
URI:	http://repository.its.ac.id/id/eprint/122759

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