Evaluasi Kualitas Layanan Pada Perusahaan Sipplier Logam Scrap (Studi Kasus : CV Laksana Karya Mandiri)

Aryandi, Ifan (2026) Evaluasi Kualitas Layanan Pada Perusahaan Sipplier Logam Scrap (Studi Kasus : CV Laksana Karya Mandiri). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Penelitian ini bertujuan untuk mengevaluasi kualitas layanan CV Laksana Karya Mandiri sebagai perusahaan supplier logam scrap di Kota Batam, khususnya pada aspek layanan yang secara langsung dirasakan oleh pelanggan (customer-facing service). Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei melalui penyebaran kuesioner kepada 25 pelanggan aktif CV Laksana Karya Mandiri. Model analisis yang digunakan adalah integrasi metode Service Quality (SERVQUAL), Importance Performance Analysis (IPA), dan Quality Function Deployment (QFD). Hasil penelitian menunjukkan bahwa dari 22 atribut SERVQUAL, 9 atribut memiliki gap positif, 1 atribut netral, dan 12 atribut bergap negatif, dengan gap negatif tertinggi pada dimensi Responsiveness (-0,43) dan Reliability (-0,24). Hasil pemetaan IPA mengidentifikasi tiga atribut prioritas utama pada Kuadran IV (concentrate here), yaitu kecepatan respons terhadap permintaan informasi (RES1), proaktif memberitahukan keterlambatan (RES4), serta penataan area penimbangan dan bongkar muat (TAN1). Berdasarkan hasil tersebut, disusun lima Technical Response melalui matriks House of Quality (HOQ), meliputi penyusunan SOP/SLA respons cepat, pengembangan dashboard stok real-time, sistem notifikasi proaktif keterlambatan, re-layout area penimbangan dan bongkar muat, serta pelatihan rutin karyawan customer-facing. Hasil penelitian ini diharapkan dapat menjadi rekomendasi strategis bagi CV Laksana Karya Mandiri dalam meningkatkan kualitas layanan secara berkelanjutan, khususnya pada aspek kecepatan respons dan keandalan pengiriman, guna memperkuat hubungan kemitraan dengan pelanggan
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This study aims to evaluate the service quality of CV Laksana Karya Mandiri, a scrap metal supplier company in Batam, with a particular focus on customer-facing service aspects. A quantitative approach was employed using a survey method, distributing questionnaires to 25 active customers of CV Laksana Karya Mandiri. The analytical model integrates the Service Quality (SERVQUAL) method, Importance-Performance Analysis (IPA), and Quality Function Deployment (QFD). The results show that of the 22 SERVQUAL attributes, 9 attributes exhibited a positive gap, 1 attribute was neutral, and 12 attributes exhibited a negative gap, with the largest negative gaps found in the Responsiveness (-0.43) and Reliability (-0.24) dimensions. The IPA mapping identified three priority attributes in Quadrant IV (concentrate here): responsiveness to information requests (RES1), proactive notification of delays (RES4), and the organisation of the weighing and loading/unloading area (TAN1). Based on these findings, five Technical Responses were formulated through a House of Quality (HOQ) matrix, comprising the development of a rapid-response SOP/SLA, a real-time stock dashboard, a proactive delay notification system, re-layout of the weighing and loading/unloading area, and routine training for customer-facing staff. The findings of this study are expected to serve as strategic recommendations for CV Laksana Karya Mandiri to continuously improve its service quality, particularly in terms of response speed and delivery reliability, in order to strengthen its partnership with customers.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Importance Performance Analysis, Kualitas Layanan, Quality Function Deployment, Scrap Metal, SERVQUA, Importance Performance Analysis, Quality Function Deployment, Scrap Metal, SERVQUAL, service quality
Subjects:	H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Ifan Aryandi
Date Deposited:	01 Aug 2026 07:02
Last Modified:	01 Aug 2026 07:02
URI:	http://repository.its.ac.id/id/eprint/141894

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