Rohman, Arif Fatkur (2017) Analisis Tingkat Kepuasan Pelanggan Terhadap Pelayanan PT.PELNI (Persero). Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Perkembangan dan persaingan bisnis transportasi saat ini cukup ketat. Masing-masing operator berlomba - lomba melakukan inovasi, effisiensi, dan perbaikan. Hal ini membuat pelanggan PT. PELNI dari tahun ke tahun terus mengalami penurunan. Walaupun sebenarnya PT. PELNI juga terus berbenah diri, melakukan perbaikan pelayanan dan inovasi, namun tetap tidak mampu meningkatkan jumlah penumpang. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan PT.PELNI agar diketahui apakah perbaikan serta inovasi yang telah dilakukan sudah sesuai dengan harapan pelanggan.
Pengukuran tingkat kepuasan pelanggan PT.PELNI dilakukan dengan pendekatan metode ServQual. Aspek yang dipertimbangkan mencakup 5 dimensi utama yaitu tangibles, reliability, responsiveness, assurance, dan empathy yang terbagi dalam 29 indikator variabel. Penelitian ini menggunakan responden sebagai sampel penelitian. Analisis data yang digunakan yaitu Analisis deskriptif, metode ServQual, dan Diagram Kartesius.
Hasil penelitian menunjukkan bahwa masih ada ketidaksesuaian antara harapan pelanggan dengan kenyataan yang dialami. Yang terbesar ada pada dimensi tangible, dengan nilai gap rata-rata sebesar -1,3. Sedangkan gap terkecil terdapat pada dimensi Responsiveness yaitu -0,42 .
Pada variabel usia, atribut 8, yaitu tentang kebersihan kamar, memiliki nilai gap sebesar -1,81. Pada variabel pekerjaan, atribut no 6, 8, 9, dan 22 memiliki nilai gap yang sama, yaitu -2. Atribut 6 mengenai penomoran tempat tidur yang sesuai tiket kapal, atribut 9 mengenai ketenangan dalam ruangan kapal, sedangkan atribut 22 mengenai keamanan di kapal. Pada variabel pendidikan, atribut 4 mempunyai gap sebesar -2. yaitu tentang kepuasan terhadap tempat belanja di kapal. Pada variabel pendapatan, atribut 8 memiliki nilai gap terbesar yaitu -1,78. Pada variabel tujuan, atribut 8 memiliki nilai gap terbesar yaitu -1,92. Secara keseluruhan, atribut 8 selalu muncul dengan nilai gap terbesar pada semua variabel demografi.
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The development and competition of the transportation business is quite tight. Each operator competes to innovate, efficiency, and improvement. This makes the customer PT. PELNI from year to year continue to decline. Although actually PT. PELNI also continues to improve itself, improve service and innovation, but still unable to increase the number of passengers. This study aims to determine the level of customer satisfaction PT.PELNI to know whether improvements and innovations that have been done in accordance with customer expectations.
Measurement of PT.PELNI customer satisfaction level is done by approaching ServQual method. Aspects considered include five main dimensions of tangibles, reliability, responsiveness, assurance, and empathy are divided into 29 variable indicators. Indicator variables used as a reference for making questionnaires used in data retrieval directly to service users. This study used the respondents as the research sample. Data analysis used is descriptive analysis, ServQual method, and Cartesian diagram.
The results show that there is still a discrepancy between customer expectations and reality experienced. The largest is in the tangible dimension, with an average gap of -1.3. While the smallest gap is in the dimensions of Responsiveness is -0.42.
In the age variable, attribute 8, which is about the cleanliness of the room, has a gap value of -1.81. In the job variable, attributes 6, 8, 9, and 22 have the same gap value, that is -2. Attribute 6 on the number of beds corresponding to the vessel ticket, attribute 9 concerning indoor calmness of the ship, while attribute 22 concerning the security on board. In the education variable, attribute 4 has a gap of -2. That is about the satisfaction of shopping on the ship. In the income variable, attribute 8 has the largest gap value of -1.78. In the destination variable, attribute 8 has the largest gap value of -1.92. Overall, attribute 8 always appears with the greatest gap value on all demographic variables
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | kualitas pelayanan, servqual, transportasi, pt.pelni, pelayaran |
| Subjects: | T Technology > T Technology (General) > T56.8 Project Management T Technology > TE Highway engineering. Roads and pavements > TE7 Transportation--Planning V Naval Science > VM Naval architecture. Shipbuilding. Marine engineering > VM293 Shipping--Indonesia--Safety measures |
| Divisions: | 61101-Magister Management Technology |
| Depositing User: | ARIF FATKUR ROHMAN |
| Date Deposited: | 27 Nov 2017 04:12 |
| Last Modified: | 08 Mar 2019 01:40 |
| URI: | http://repository.its.ac.id/id/eprint/46382 |
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