Rulianti, Arindra Mutiara (2019) Integrasi Metode Importance-Perfomance Analysis (IPA) dan Potential Gain in Customer Value (PGCV) dalam Membentuk Loyalitas Pelanggan pada Unit Layanan Jaringan Distribusi Gas Rumah Tangga di Pasuruan dan Probolinggo. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Tindakan impor Liquefied Petroleum Gas (LPG) dan menjual dengan patokan harga subsidi pada sektor rumah tangga secara terus-menerus akan berdampak terhadap peningkatan beban pemerintah karena tindakan tersebut dapat menguras dana APBN dan devisa negara. Adapun upaya yang dilakukan oleh pihak pemerintah bersama subholding migas dalam mengurangi penjualan LPG bersubsidi adalah dengan memanfaatkan sumber gas bumi dalam negeri untuk memenuhi kebutuhan bahan bakar, yang selanjutnya dikenal dengan program jargas. Salah satu wilayah yang dikenai program ini adalah Kota Pasuruan dan Kota Probolinggo. Dalam masa operasional setelah program diresmikan, ditemukan peningkatan keluhan oleh pelanggan melalui pelayanan call center. Kondisi peningkatan tersebut dipicu oleh penurunan kualitas pelayanan yang dilakukan oleh pihak ULJ Distribusi Gas Rumah Tangga, sehingga perlu dilakukan penelitian untuk mengukur kepuasan pelanggan dengan melakukan identifikasi gap antara persepsi dan ekspektasi terhadap layanan jargas, serta menentukan rekomendasi perbaikan yang sesuai dengan atribut-atribut pelayanan yang menjadi prioritas dalam membentuk loyalitas pelanggan. Metode yang digunakan untuk mengukur kepuasan dengan identifikasi gap berdasarkan 5 dimensi kualitas jasa adalah metode gap score. Selanjutnya, metode yang digunakan dalam menentukan rekomendasi perbaikan pelayanan adalah integrasi antara metode Importance-Perfomance Analysis (IPA) dan Potential Gain in Customer Value (PGCV). Integrasi antar dua metode tersebut dipilih karena paling sesuai digunakan sebagai alat pengukur kepuasan pelanggan dengan hasil akhir yang valid dan mampu menjawab penyelesaian masalah secara terperinci terkait pelayanan ditinjau dari sisi suara pelanggan. Hasil dari penelitian ini berupa urutan prioritas atribut pelayanan yang perfomansinya perlu ditingkatkan pada tiap kuadran guna menumbuhkan loyalitas pelanggan jargas.
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The act of importing Liquefied Petroleum Gas (LPG) and selling with price of subsidies on the household sector continuously will have an impact on increasing the burden on the government because these actions can spend the state budget and foreign exchange funds. The efforts made by the government with the oil and gas subholding in reducing the sale of subsidized LPG are to utilize domestic natural gas sources to meet fuel needs, which is then known as the jargas program. One of the areas subject to this program is the City of Pasuruan and the City of Probolinggo. During the operational period after the program was inaugurated, complaints were raised by customers through call center services. The condition of the increase was triggered by a decrease in service quality carried out by ULJ Household Gas Distribution, so research was needed to measure customer satisfaction by identifying gaps between perceptions and expectations of service jargas, and determining recommendations for improvements that were in accordance with service attributes become a priority in shaping customer loyalty. The method used to measure satisfaction with identification of gaps based on 5 dimensions of service quality is the gap score method. Furthermore, the method used in determining service improvement recommendations is the integration between the Importance-Performance Analysis (IPA) and Potential Gain in Customer Value (PGCV) methods. Integration between the two methods was chosen because it is most suitable to be used as a measure of customer satisfaction with final results that are valid and able to answer detailed problem solving related to services in terms of the customer's voice. The results of this study are in the form of a priority sequence of service attributes whose perfomance needs to be increased in each quadrant to foster customer loyalty.
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Gap persepsi-ekspektasi, Importance-Perfomance Analysis (IPA), pelayanan program jargas, Potential Gain in Customer Value (PGCV). |
| Subjects: | T Technology > T Technology (General) > T58.8 Productivity. Efficiency |
| Divisions: | Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | Arindra Mutiara Rulianti |
| Date Deposited: | 22 Jul 2026 01:23 |
| Last Modified: | 22 Jul 2026 01:23 |
| URI: | http://repository.its.ac.id/id/eprint/65218 |
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