Indrawidjajanto, Heru (2020) Analisis Kualitas Pelayanan Departement Design & Engineering Dengan Menggunakan Metode Servqual, IPA, Dan QFD. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
PT. Semen Indonesia mengembangkan bisnis persemenan di Indonesia dengan berupaya untuk menjadi yang terdepan di dunia bisnis pabrikan semen, juga berusaha menjadi pemain yang diperhitungkan dalam bisnis produk turunan semen. Untuk mencapai tujuan tersebut, maka Departemen Design & Engineering, sebagai fungsi supporting, selalu berusaha untuk memberikan pelayanan yang terbaik untuk para pelanggan, yaitu para unit kerja lainnya di lingkungan internal PT. Semen Indonesia group. Terdapat 20 atribut layanan yang digunakan sebagai indikator dalam kuisioner, mencakup lima dimensi kualitas layanan, yaitu tangible, empathy, responsiveness, reliability, dan assurance. Pengukuran tingkat kepuasan pelanggan Departemen Design & Engineering dilakukan dengan metode Service Quality (Servqual), Importance Performance Anaylisis (IPA), Quality Function Deployment (QFD). Hasil Penelitian menunjukkan bahwa berdasarkan analisa Servqual, secara umum pelanggan masih belum terpuaskan dengan performance yang dihasilkan. Berdasarkan hasil analisa IPA, terdapat lima atribut layanan yang menjadi prioritas utama untuk dilakukan perbaikan, yaitu: koordinasi dengan pelanggan, penyelesaian pekerjaan Engineering sesuai waktu yang disepakati, solusi terhadap permasalahan pelanggan, mampu memenuhi kebutuhan pelanggan, dan produk engineering sesuai dengan keinginan pelanggan. Berdasarkan hasil analisa QFD,
terdapat 6 langkah strategis program kerja yang harus dilakukan untuk memperbaiki kualitas layanan di Departemen Design & Engineering.
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PT. Semen Indonesia develops the cement business in Indonesia by striving to be at the forefront in the world of the cement manufacturing business, as well as trying to be a calculated player in the cement derivative business. To achieve this goal, the Department of Design & Engineering, as a supporting function, always strives to provide the best service for customers, namely other work units within PT. Semen Indonesia group. There are 20 service attributes used as indicators in the questionnaire, covering five dimensions of service quality, namely tangible, empathy, responsiveness, reliability, and assurance. The measurement of the level of customer satisfaction of the Design & Engineering Department is carried out by Service Quality (Servqual), Importance Performance Analysis (IPA), Quality Function Deployment (QFD) methods. The results show that based on Servqual analysis, in general, customers are still not satisfied with the resulting performance. Based on the results of the IPA analysis, five service attributes are the top priority for improvement, namely: coordination with customers, completion of Engineering work according to the agreed time, solutions to customer problems, able to meet customer needs, and product engineering by customer desires. Based on the results of the QFD analysis, there are six strategic steps in the work program carried out to improve service quality in the Design & Engineering Department.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.562 Ind a-1 |
| Uncontrolled Keywords: | Service Quality (Servqual), Importance Performance Anaylisis (IPA), Quality Function Deployment (QFD), kualitas pelayanan. |
| Subjects: | H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis |
| Depositing User: | Heru Indrawidjajanto |
| Date Deposited: | 17 Mar 2025 02:08 |
| Last Modified: | 17 Mar 2025 02:08 |
| URI: | http://repository.its.ac.id/id/eprint/74318 |
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