ANALISIS TINGKAT KEPUASAN PELANGGAN JASA KONSTRUKSI DENGAN METODE INTEGRASI SERVQUAL, KANO, IPA, DAN HOQ UNTUK MEMBERIKAN USULAN PERBAIKAN. STUDI KASUS: PT. KARYATIM SURABAYA

Tsavandho, Fiqo (2021) ANALISIS TINGKAT KEPUASAN PELANGGAN JASA KONSTRUKSI DENGAN METODE INTEGRASI SERVQUAL, KANO, IPA, DAN HOQ UNTUK MEMBERIKAN USULAN PERBAIKAN. STUDI KASUS: PT. KARYATIM SURABAYA. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Sebagai negara yang berkembang, pembangunan infrastruktur di Indonesia
menjadi fokus utama untuk diprioritaskan. Kualitas dari industri jasa konstruksi
dapat direfleksikan dari hasil pekerjaannya yang tepat waktu, kualitas yang
bermutu, kesesuaian dengan spesifikasi, dan sistem keselamatan kerjanya. PT.
Karyatim Surabaya menjadi salah satu pemain dalam bisnis jasa konstruksi yang
sangat mengutamakan kualitas pelayanan. Permasalahan yang dihadapi oleh
perusahaan adalah masih adanya tingkat kepuasan yang rendah dan perusahaan
ingin mencari masukan pengguna jasanya terkait layanan selama ini.
Terdapat 21 atribut layanan yang digunakan sebagai indikator dalam
kuisioner, mencakup lima dimensi kualitas layanan, yaitu tangible, empathy,
responsiveness, reliability, dan assurance. Pengukuran tingkat kepuasan pelanggan
PT. Karyatim Surabaya dilakukan dengan metode Service Quality, Importance
Performance Anaylisis, Kano Model, dan House of Quality (HOQ).
Penelitian ini dilakukan kepada klien perusahaan sejak tahun 2020
berjumlah 28 responden. Dari hasil integrasi Servqual, Importance Performance
Analysis, dan Kano Model didapatkan 3 atribut layanan yang menjadi prioritas
untuk diperbaiki. Adapun ketiga atribut memiliki urutan prioritas adalah
“Penyimpanan material yang dilaksanakan” memiliki kategori Must Be,
“Keberadaan perwakilan perusahaan on-site” memiliki kategori Must Be, dan
“Mengkomunikasikan progress proyek secara berkala”. Dari analisa House of
Quality, terdapat langkah-langkah perbaikan atas layanan jasa di PT. Karyatim
Surabaya, dengan urutan prioritas mulai dari yang tertinggi adalah “Membuat group
WhatsApp antara user dan pihak manajemen sebagai tempat komunikasi”,
“Pembuatan gudang material dan zoning material yang sejenis di zona yang sama”,
“Monitoring material oleh personil logistik dan gudang yang handal”, “Menerapkan
5R”, “Melakukan peningkatan kompetensi personil supervisor”, dan “Melakukan
recruitment supervisor yang sudah handal pada sisi manajerial”
=====================================================================================================
As a developing country, infrastructure development in Indonesia is the
main focus to be prioritized. The quality of the construction service industry can be
reflected by the results of its work on time, quality, compliance with specifications,
and work safety procedures. PT. Karyatim Surabaya has become one of the players
in the construction service business that prioritizes service quality. The problem
faced by the company is that there is still a low level of satisfaction, and the
company wants to find out the input from their customers so far.
21 service attributes are used as indicators in the questionnaire include five
dimensions of service quality as tangible, empathy, responsiveness, reliability, and
assurance. The Measurement of customer satisfaction level was carried out using
the Service Quality, Importance Performance Analysis, Kano Model, and House of
Quality (HOQ) methods.
This research was conducted on company clients total of 28 respondents
since 2020. As the result of the integration of Servqual, Importance Performance
Analysis, and Kano Model, there are three prioritized service attributes for
improvement. The three priority attributes are "Storage of materials" has the Must
Be category, "The presence of company representatives" has the Must Be category,
and "Communicates project progress periodically". From the analysis of the House
of Quality, there are steps to improve services at PT. Karyatim Surabaya such as
"Creating a WhatsApp group between users and internal management as a
communication platform", "Creating a material warehouse and zoning of similar
materials in the same zone", "Material monitoring by logistics and warehouse
personnel ”, “Implementing 5R”, “Improving the competence of supervisory
personnel”, and “Recruiting supervisors who are already good on the managerial”

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Servqual, Model Kano, Kepuasan Pelanggan, Importance Performance Analysis, House of Quality, Konstruksi. Servqual, Model Kano, Customer Satisfaction, Importance Performance Analysis, House of Quality, Construction.
Subjects:	H Social Sciences > HC Economic History and Conditions > HC108 Market surveys. H Social Sciences > HF Commerce > HF5415.127 Market segmentation. Target marketing H Social Sciences > HF Commerce > HF5415.15 Branding (Marketing) T Technology > T Technology (General) > T56.8 Project Management T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.5956 Quality of service. Reliability Including network performance T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control)
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis
Depositing User:	Fiqo Tsavandho
Date Deposited:	27 Jul 2021 00:44
Last Modified:	27 Jul 2021 00:58
URI:	http://repository.its.ac.id/id/eprint/84480

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