Penilaian Kualitas Pelayanan PT. Distributor Reagen:Kombinasi Metode Service Quality Dan Importance-Performance Analysis

Watini, Kuat (2022) Penilaian Kualitas Pelayanan PT. Distributor Reagen:Kombinasi Metode Service Quality Dan Importance-Performance Analysis. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kebutuhan reagen Laboratorium saat ini menjadi kebutuhan esensial, kondisi ini dikarenakan makin berkembangnya penelitian dibidang sains dan meningkatnya pemeriksaan kesehatan di masyarakat terutama karena kondisi pandemik.
Kebutuhan reagen ini juga dipenuhi dengan impor melalui distributor yang ditunjuk di Indonesia. PT. Distributor Reagen merupakan salah satu perusahaan importir produk reagen Laboratorium di Indonesia. Salah satu produk utama yang banyak dibutuhkan saat ini adalah produk Genomik yang merupakan salah satu produk untuk kelengkapan pemeriksaan Covid-19. Walaupun demikian, permintaan pelanggan tidak meningkat sejalan dengan kenaikan kasus. Banyaknya pesaing
baru yang menjual produk ini dan beberapa keluhan tentang kualitas pelayanan menjadi alasan menurunnya permintaan. Salah satu usaha perusahaan dalam menghadapi persaingan adalah memperbaiki kualitas pelayanan terhadap pelanggan untuk membedakan diri dari pesaing perusahaan distributor reagen lain. Tujuan penelitian ini adalah menilai kualitas pelayanan terhadap pelanggan yang telah dilakukan di PT. Distributor Reagen dengan menggunakan metode service quality (SERVQUAL) dan mengidentifikasi elemen kualitas pelayanan yang dianggap penting bagi pelanggan dengan teknik Importance Performannce Analysis (IPA). Data diperoleh dengan quota sampling dengan responden sebanyak42 pelanggan yang dipilih berdasarkan riwayat pembelian produk genomik dantidak melakukan pembelian lagi pada waktu tertentu. Hasil penelitian menunjukan nilai rata-rata analisis gap dari variabel SERVQUAL pada PT. Distributor Reagen sebesar -0,28 artinya kualitas pelayanan masih tergolong baik dengan salah satu gap terbesar pada atribut Q2 (Informasi update stok Gudang). Selanjutnya, berdasarkan tingkat kepentingan dengan teknik IPA, Q2 berada pada Kuadran I yang memiliki tingkat kepentingan tinggi dan kinerja rendah. Berdasarkan hasil tersebut, rekomendasi untuk manajemen adalah memperbaiki atribut pada Kuadran I dan meningkatkan analisisnya dengan memeriksa tingkat kinerja pesaing pada setiap atribut yang digunakan untuk mengetahui kinerja layanan yang diberikan ================================================================================================
The laboratory reagents are currently essential need, due to the growth of scientific research and an increase in medical checks up, especially due to the pandemic. These laboratorium reagents are provided by distributors in Indonesia. PT. Distributor of Reagents is one of the companies that is importing Laboratory reagents in Indonesia. Currently, one of the products lines that are in high demand is Genomic products, which are products that are used for complete Covid-19 examination. However, customer demand did not increase as the cases are increasing. The number of new competitors who are selling these products and several complaints about the quality of service are the reasons for the decline in demand. One of the reasons why customer demand is stagnant is because of many complaints about the quality of service. To offer come this problem the company needs to improve the quality of service to the customer to difference this company from other competitors. The purpose of this study is to assess the quality of service to customers that have been carried out at PT. Distributor Reagents. This company uses the Service Quality (SERVQUAL method) and IPA technique. Using the SERVQUAL method, data were obtained by quota sampling with 42 customers who were selected based on a history of purchasing genomic products and did not make purchases again at a certain time. The results showed the average value of the gap analysis of the SERVQUAL variable at PT. Distributor Reagents of -0.28 means that the quality of service is still relatively good with one of the largest gaps in the Q2 attribute (Information on warehouse stock updates). Furthermore, based on the level of importance with the IPA technique, Q2 is in Quadrant I which has a high level of importance and low performance. Based on these results, the
recommendation for management is to improve the attributes in Quadrant I and improve its analysis by examining the competitor's performance level on each attribute used to determine the performance of the services provided.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	reagen, distributor, kualitas pelayanan, SERVQUAL, Importance Performance Analysis (IPA), reagents, distributors, Service quality (SERQUAL), Importance Performance Analysis reagents, distributors, Service quality (SERQUAL), Importance Performance Analysis
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis
Depositing User:	Kuat Watini
Date Deposited:	11 Feb 2022 00:31
Last Modified:	11 Feb 2022 00:31
URI:	http://repository.its.ac.id/id/eprint/93560

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