Analisa Kualitas Layanan terhadap Tingkat Kepuasan dan Loyalitas Pelanggan di PT. Terminal Teluk Lamong

Hardianti, Putri Febri (2018) Analisa Kualitas Layanan terhadap Tingkat Kepuasan dan Loyalitas Pelanggan di PT. Terminal Teluk Lamong. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Pelabuhan memiliki peran penting sebagai pintu gerbang perekonomian, dimana menjadi penentu aktifitas perdagangan yang efektif dan efisien antar pulau maupun antar negara. Pelabuhan merupakan perusahaan yang bergerak dibidang jasa, dimana perusahaan menjual pelayanan untuk mendapatkan pelanggan. Maka, bisnis pelabuhan perlu meningkatkan dan mempertahankan kualitas layanan untuk mendapatkan kepuasan dan loyalitas pelanggan. Salah satunya pada pelabuhan PT. Terminal Teluk Lamong yang diharapkan dapat memecah kepadatan dan mempercepat proses penyebaran arus barang di Indonesia bagian Timur. Pengumpulan data dalam penelitian ini dengan melakukan survei menggunakan kuisioner kepada pelanggan petikemas yang terdiri dari pelanggan Nahkoda, Shipping Agent, Trucking, EMKL. Tesis ini menggunakan metode Importance Performance Analysis (IPA) untuk menentukan tingkat kepuasan, tingkat loyalitas serta untuk mengetahui atribut yang perlu diperbaiki guna meningkatkan kualitas pelayanan di PT. Terminal Teluk Lamong. Hasil penelitian menunjukkan bahwa tingkat kepuasan pelanggan petikemas di PT. Terminal Teluk Lamong 2017 adalah 3,98 (kategori puas) dan tingkat loyalitas Pelanggan petikemas di PT. Terminal Teluk Lamong 2017 adalah 3,55 (kategori loyal). ============== The port has an important role as the gateway of the economy, which becomes the determinant of effective and efficient trading activities between islands and between countries. Port is a company engaged in services, where companies sell services to get customers. Thus, port businesses need to improve and maintain quality of service to gain customer satisfaction and loyalty. One of them at the port of PT. Terminal Teluk Lamong is expected to break the density and accelerate the process of distributing goods flow in eastern Indonesia. Data collection in this study by conducting surveys using questionnaires to customer containers consisting of customers of the Captain, Shipping Agent, Trucking, EMKL. This thesis uses the method of Importance Performance Analysis (IPA) to determine the level of satisfaction, the level of loyalty and to know the attributes that need to be improved in order to improve the quality of service at PT. Terminal Teluk Lamong. The results showed that the level of customer satisfaction of containers at PT. Lamong Bay terminal 2017 is 3,98 (satisfied category) and customer loyalty level of container at PT. Terminal Teluk Lamong 2017 is 3.55 (loyal category).

Item Type: Thesis (Masters)
Uncontrolled Keywords: Kinerja Layanan; Kepuasan Pelanggan; Loyalitas Pelanggan; Importance Performance Analysis (IPA); Service Performance; Customer Satisfaction; Customer Loyalty; Importance Performance Analysis (IPA)
Subjects: H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
T Technology > T Technology (General) > T56.8 Project Management
Divisions: Magister Management Technology
Depositing User: Putri Febri Hardianti
Date Deposited: 12 Apr 2018 03:00
Last Modified: 12 Apr 2018 03:00
URI: http://repository.its.ac.id/id/eprint/50797

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