Ariani, Titik Meiditia (2019) Evaluasi dan Perancangan Usulan perbaikan Kualitas Layanan dalam Peningkatan Kepuasan Pelanggan PERUMDA Air Minum Tirta Lestari Kabupaten Tuban Menggunakan Metode Importance Performance Analysis dan House of Quality. Other thesis, Institut Teknologi Sepuluh Nopember.
Preview |
Text
09111540000019_Undergraduate_Theses.pdf Download (3MB) | Preview |
Abstract
Sebagai Badan Usaha Milik Daerah PERUMDA Air Minum Tirta Lestari Kabupaten Tuban berusaha untuk dapat memperbaiki kualitas layanannya yang selama ini menjadi sorotan berbagai pihak. Pada tahun 2017 hingga tahun 2018 terjadi peningkatan jumlah pengaduan sebanyak 475 pengaduan. Pengaduan terkait adanya keterlambatan pelayanan, dan kurangnya informasi yang yang diberikan oleh PERUMDA Air Minum Tirta Lestari Kabupaten Tuban. Maka dari itu, penelitian ini dilakukan dengan tujuan untuk mengevaluasi kualitas layanan dan memberikan usulan perbaikan kualitas layanan yang dianggap kurang memuaskan atau memiliki tingkat harapan tinggi namun kinerja masih rendah. Desain penelitian yang digunakan adalah konklusif deskriptif multiple cross-sectional, dengan pengumpulan data dilakukan menggunakan kuesioner yang disebarkan secara offline ke perumahan warga kepada 271 responden, yang mana hanya 270 data responden yang dapat diolah, dengan kriteria pelanggan Rumah Tangga atau tempat tinggal (Kelompok Rumah Tangga A) yang pernah melakukan pembayaran rekening air di kantor atau Unit Pelayanan Kecamatan (UPK) PERUMDA Air Minum Tirta Lestari Kabupaten Tuban dalam waktu 1 tahun terakhir, dan wawancara yang dilakukan dengan pihak PERUMDA Air Minum Tirta Lestari Kabupaten Tuban yaitu Kepala Bagian Hubungan Langganan. Data penelitian diolah menggunakan Importance Performance Analysis (IPA), dan House of Quality (HoQ). Hasil dari penelitian ini diperoleh nilai rata-rata tingkat kesesuaian antara tingkat kepentingan dan tingkat kinerja sebesar 0,90 yang menunjukkan bahwa pelanggan belum merasa puas dengan kinerja pelayanan yang diberikan oleh PERUMDA Air Minum Tirta Lestari Kabupaten Tuban. Hasil analisis Importance Performance Analysis (IPA) pada diagram kartesius menunjukkan bahwa terdapat empat atribut yang berada dalam kuadran I, yang mana atribut dalam kuadran ini perlu mendapatkan prioritas perbaikan oleh perusahaan. Atribut-atribut tersebut adalah kewajaran biaya pelayanan pembayaran rekening, kecepatan petugas dalam menanggapi laporan kerusakan atau gangguan pada pipa saluran air, ketepatan waktu respon sambungan baru, dan adanya kemudahan dalam memperoleh informasi. Terdapat dua belas respon teknis yang dapat dipertimbangkan untuk memenuhi voice of customer, yang mana prioritas perbaikan didapatkan dengan mempertimbangkan nilai kontribusi respon teknis dan tingkat kemudahan dalam mengaplikasikannya. Tiga prioritas respon teknis teratas yaitu menyediakan informasi SOP pelayanan, memberikan informasi tambahan terkait aplikasi SMS center “PIPA” ketika pelanggan melakukan pembayaran rekening air dan menyediakan email khusus customer service.
=================================================================================================================================
As a Regional Owned Enterprise PERUMDA Air Minum Tirta Lestari in Tuban Regency strives to be able to improve the service quality which have been highlighted by various parties. In 2017 until 2018 there were an increase 475 complaints. Complaints related about service delays, and lack of information provided by PERUMDA Air Minum Tirta Lestari in Tuban Regency. Therefore, this research was conducted with the aim of evaluating the service quality and providing suggestions for improving service quality that are considered to be unsatisfactory or have high levels of expectations but low performance. The research design used was conclusive descriptive multiple cross-sectional and the data was collected using a questionnaire offline distributed through way to citizen housing to 271 respondents, of which only 270 respondents data could be processed, according to the criteria of Household or residential customers (Household Group A) who had made water account payments at the office or District Service Unit (UPK) of PERUMDA Air Minum Tirta Lestari in Tuban Regency in the last 1 year, and interviews conducted with PERUMDA Air Minum Tirta Lestari in Tuban Regency, that is the Head of Customer Relations. The research data was processed using Importance Performance Analysis (IPA), and House of Quality (HoQ). The results of this research obtained an average value of the level of suitability between the level of importance and the level of performance of 0.90 which indicates that the customer is not satisfied with the performance of services provided by PERUMDA Air Minum Tirta Lestari in Tuban Regency. The results of the Importance Performance Analysis (IPA) analysis on the Cartesian diagram show that there are four attributes that are in quadrant I, which indicates the attributes in this quadrant need to be prioritized by the company. These attributes include the fairness of account payment service fees, the speed of officer in responding reports of damage or disruption of water pipes, the accuracy of the response time of new connections, and the ease of obtaining information. There are twelve technical responses that can be considered to reach the voice of customer, which priority for improvement is obtained by considering the value of the contribution of the technical response and the level of ease in applying it. The top three priorities of technical response are providing information SOP about sevices, providing additional information related to the "PIPA" SMS center application when customers make water account payments and provide emails for customer service.
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | RSMB 658.562 Ari e-1 |
| Uncontrolled Keywords: | Kualitas Layanan, Kepuasan Pelanggan, Importance Performance Analysis, House of Quality |
| Subjects: | T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control) |
| Divisions: | Faculty of Business and Management Technology > Business Management > 61205-(S1) Undergraduate Thesis |
| Depositing User: | Titik Meiditia Ariani . |
| Date Deposited: | 27 Mar 2025 05:48 |
| Last Modified: | 27 Mar 2025 05:48 |
| URI: | http://repository.its.ac.id/id/eprint/67460 |
Actions (login required)
 |
View Item |
