Manajemen Kualitas Layanan Perusahaan Courier Service TNT Dengan Menggunakan Pendekatan Metode Servqual

Diany, Ira Natassa (2009) Manajemen Kualitas Layanan Perusahaan Courier Service TNT Dengan Menggunakan Pendekatan Metode Servqual. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

TNT, penyedia layanan ekspres terpadu terkemuka, melayani layanan angkutan barang berat, kurir, dan logistik secara ekspres di wilayah Asia Tenggara, China, dan Eropa, serta mendorong pertumbuhan bisnisnya di Indonesia. Berdasarkan data penurunan jumlah pelanggan TNT, penelitian ini dimaksudkan untuk menganalisis kepuasan masyarakat sebagai pengguna jasa TNT dalam strateginya untuk meningkatkan pelayanan. Penelitian ini diselesaikan menggunakan metode Servqual (Service Quality), yang didefinisikan sebagai segala sesuatu yang memfokuskan pada usaha untuk memenuhi kebutuhan konsumen yang disertai dengan ketepatan dalam menyampaikannya, sehingga tercipta kesesuaian yang seimbang dengan harapan konsumen. Penelitian diawali dengan pengambilan sampel dengan responden yang terdiri dari pelanggan TNT yang melakukan komplain kepada pihak perusahaan dan pihak manajemen TNT itu sendiri. Sampling dilakukan pada kantor-kantor TNT di Surabaya. Pengolahan data pada pembobotan dalam penelitian ini menggunakan metode Analytical Hierarchy Process (AHP), di mana pembobotan dilakukan pada lima dimensi utama kualitas jasa (tangibles, reliability, responsiveness, assurance, dan empathy). Hasil penelitian menunjukkan bahwa terdapat gap bernilai negatif antara kebutuhan dan harapan (persepsi dan ekspektasi) atas pelayanan yang diberikan, yang membuktikan bahwa perusahaan harus melakukan perbaikan, terutama pada beberapa kriteria yang memiliki gap terbesar, yaitu dimensi reliability yang meliputi keramahan karyawan dalam mendengarkan keluhan serta keramahan, kesopanan, dan rasa bersahabat dari karyawan; dimensi responsiveness yang meliputi kecepatan manajemen menanggapi keluhan dan kecepatan tanggapan untuk membantu konsumen; dimensi assurance yang meliputi kredibilitas dan reputasi TNT, keamanan konsumen dan kendaraan parkir; serta dimensi empathy yang meliputi kemudahan untuk menyampaikan keluhan dan kesediaan manajemen untuk menerima kritik dan saran.
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TNT, a leading integrated express service provider, serves heavy freight transportation, courier, and logistics express services throughout Southeast Asia, China, and Europe, while also supporting its business growth in Indonesia. Based on the decline in the number of TNT's customers, this research aimed to analyze customer satisfaction among users of TNT's services as a strategy to improve service quality. This research utilized the Servqual method (Service Quality), which focuses on efforts to meet consumer needs with accuracy in service delivery so that a balanced conformity with consumer expectations can be achieved. The research began with sampling respondents consisting of TNT customers who had submitted complaints to the company and TNT management itself. The sampling was conducted at TNT offices in Surabaya. Data processing in the weighting phase utilized the Analytical Hierarchy Process (AHP), in which the weighting process was applied to the five major dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The results showed that there were negative gaps between customer needs and expectations (perceptions and expectations) regarding the services provided, indicating that the company needs to make improvements, particularly in several criteria with the largest gaps. These included the reliability dimension, covering employees' friendliness in listening to complaints as well as their hospitality, civility, and friendliness; the responsiveness dimension, covering management's speed in responding to complaints and promptness in assisting consumers; the assurance dimension, covering TNT's credibility and reputation, as well as consumer and vehicle parking safety; and the empathy dimension, covering the ease of submitting complaints and management's willingness to accept criticism and suggestions.

Item Type:	Thesis (Masters)
Additional Information:	RTMT 658.562 Dia m
Uncontrolled Keywords:	TNT, Kualitas Layanan, Metode Servqual, TNT, Service Quality, Servqual Method
Subjects:	T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control)
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	magang .
Date Deposited:	17 Sep 2026 01:59
Last Modified:	17 Sep 2026 01:59
URI:	http://repository.its.ac.id/id/eprint/144600

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