Analisis dan Strategi Peningkatan Kualitas Layanan Logistik: Studi Kasus di Sebuah Perusahaan Penyedia Jasa Logistik

Syaubani, Haura Tya (2023) Analisis dan Strategi Peningkatan Kualitas Layanan Logistik: Studi Kasus di Sebuah Perusahaan Penyedia Jasa Logistik. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Seiring dengan pertumbuhan teknologi yang mempengaruhi berbagai sektor, industri logistik pun turut bertumbuh. Pertumbuhan industri logistik ini mendorong para penyedia layanan logistik agar mampu melayani customer dengan performansi terbaiknya dan unggul di antara para pesaingnya. Selain itu, penyedia layanan logistik juga diwajibkan untuk memperhatikan alur produksi yang efektif dan efisien serta menyediakan fasilitas penunjang lainnya agar sesuai dengan keinginan dan harapan customer. Maka dari itu, setiap aspek dari kualitas layanan yang diberikan perlu diperhatikan. Dengan begitu, perusahaan dapat memaksimalkan aspek yang dirasa penting bagi customer serta mengevaluasi aspek yang masih dirasa kurang. PT Sinar Genta Logistik, sebagai salah satu perusahaan penyedia jasa logistik dituntut untuk memenuhi keinginan serta harapan customer serta meningkatkan kualitas layanan logistik secara berkelanjutan agar dapat unggul di antara pesaingnya. Salah satu caranya yaitu dengan menggunakan skala pengukuran kualitas layanan logistik dan didukung dengan metode Service Quality yang mana merupakan tools yang terdiri dari 5 dimensi untuk menganalisis dan menunjukkan terkait perbedaan antara kinerja yang diharapkan oleh customer terhadap kinerja yang telah dilakukan oleh Perusahaan dengan hasil berupa nilai kesenjangan (gap). Selanjutnya, dilakukan pengkategorian dimensi atribut dengan menggunakan Model Kano untuk menunjukan dimensi atribut yang perlu diprioritaskan berdasarkan Tabel Kano. Hasil pengintegrasian kedua metode tersebut akan dianalisis lebih lanjut menggunakan metode Quality Function Deployment (QFD) sebagai dasar perencanaan serta pengembangan pelayanan yang lebih sistematis sehingga sesuai dengan harapan dan keinginan customer. Adapun hasil yang didapatkan yaitu terdapat 14 atribut yang perlu diprioritaskan serta usulan perbaikan yang dapat meningkatkan kualitas layanan sesuai ekspektasi customer
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Along with the growth of technology affecting various sectors, the logistics industry is also growing. The growth of the logistics industry encourages logistics service providers to be able to serve customers with the best performance and excel among their competitors. In addition, logistics service providers are also required to pay attention to effective and efficient production lines and provide other supporting facilities to suit the expectations of customers. Therefore, every aspect of the quality of services provided needs to be considered. That way, companies can maximize aspects that are considered important to customers and evaluate aspects that are still lacking. PT Sinar Genta Logistik, as a logistics service provider company, is required to fulfill the expectations of customers and improve the quality of logistics services in a sustainable manner so that it can excel among its competitors. One way is to use a logistics service quality measurement scale and is supported by the Service Quality method which is a tool consisting of 5 dimensions to analyze and show the difference between the performance expected by the customer and the performance that has been carried out by the Company with the result being a gap value. Next, attribute dimensions are categorized using the Kano Model to show the attribute dimensions that need to be prioritized based on the Kano Table. The results of integrating the two methods will be analyzed further using the Quality Function Deployment (QFD) method as a basis for planning and developing services that are more systematic so that they are in accordance with the expectations and desires of the customer. The results obtained are that there are 14 attributes that need to be prioritized as well as proposed improvements that can improve service quality according to customer expectations.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Kualitas Layanan Logistik, Model Kano, Penyedia Layanan Logistik, Quality Function Deployment, Service Quality, Strategi Peningkatan Kualitas, Kano Model, Logistics Service Provider, Logistics Service Quality, Quality Function Deployment, Quality Improvement Strategy, Service Quality
Subjects:	T Technology > T Technology (General)
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Haura Tya Syaubani
Date Deposited:	09 Feb 2023 08:39
Last Modified:	09 Feb 2023 08:39
URI:	http://repository.its.ac.id/id/eprint/96629

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