Peningkatan Kualitas Pelayanan Pada Perusahaan Truk Dengan Metode Quality Function Deployment(QFD)

Permatasari, Dian Lintang Beauty (2023) Peningkatan Kualitas Pelayanan Pada Perusahaan Truk Dengan Metode Quality Function Deployment(QFD). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Perkembangan industri khususnya dalam sektor logistik pasca pandemi Covid-19 memberikan dampak positif bagi perekonomian di Indonesia, khususnya dalam jasa transportasi logistik truk. Hal ini juga diiringi dengan pemberian pelayanan yang prima sebagai salah satu keunggulan dalam sebuah kompetisi bisnis khususnya transportasi truk. Penelitian ini membahas analisis kualitas pelayanan dengan menggunakan metode service quality (SERVQUAL) dan analisa klasifikasi atribut berdasarkan prioritas menggunakan metode Quality Function Deployment(QFD) dengan tools House of Quality (HoQ). Penelitian ini dilakukan pada perusahaan transportasi truk yaitu PT Lookman Djaja Logistics dengan mengidentifikasi atribut kualitas pelayanan yang kemudian disebar kepada responden untuk mendapatkan gap sebagai bentuk voice of customer. Berdasarkan hasil penelitian ditemukan gap score dengan rentang nilai antara 0,00 hingga -0,67, selanjutnya dipilih gap score dengan nilai terendah yaitu -0,33 hingga -0,67. Sebanyak 6 atribut dipilih menjadi voice of customer dalam proses House of Quality. Selanjutnya, perusahaan memberikan respon teknis terhadap voice of customer berupa 10 respon teknis yang merupakan beberapa hal yang membutuhkan perbaikan. Hasil dari perhitungan QFD diperoleh urutan prioritas perbaikan atribut kualitas pelayanan yang diantaranya adalah pelayanan yang cepat, memberikan keamanan pada barang, dan pemberian atensi secara personal terhadap kebutuhan khusus pelanggan. Sementara respon teknis yang diberikan pada perusahaan menekankan pada pemberian dukungan pelatihan pada karyawan yang terkait pada bidang pelayanan, peningkatan jumlah karyawan, serta dukungan pengembangan karyawan yang juga diberikan pada pengemudi truk. Ketiga respon teknis ini dapat membantu dalam peningkatan kualitas pelayanan perusahaan untuk memperoleh kepuasan pelanggan dalam pelayanan hingga pengiriman barang.
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Industrial development, especially in the logistics sector after the Covid-19 pandemic, has a positive impact on the economy in Indonesia, especially in truck logistics transportation services. This is also accompanied by the provision of excellent service as one of the advantages in a business competition, especially in truck transportation. This research discusses the analysis of service quality using the Service Quality (SERVQUAL) method and analyzes the classification of attributes based on priorities using the Quality Function Deployment (QFD) method with the House of Quality (HoQ) tool. This research was conducted at a trucking company, PT Lookman Djaja Logistics, by identifying service quality attributes, which were then distributed to respondents to obtain a gap as a form of voice of customer. Based on the results of the study, a gap score was found with a value range from 0.00 to -0.67, then the gap score with the lowest value was selected, namely -0.33 to -0.67. A total of 6 attributes were selected to be the voice of customer in the House of Quality process. Furthermore, the company provides a technical response to the voice of customer in the form of 10 technical responses which are some things that need improvement. The results of the QFD calculation showed that the improvement of the service quality attributes such as fast service, safety of the cargo and personal attention to the special needs of the clients were prioritized. While the technical responses given to the company emphasize the provision of training support to employees related to the service sector, increasing the number of employees, and employee development support that is also given to truck drivers. These three technical responses can help improve the company's service quality to achieve customer satisfaction in service to deliver goods.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Service Quality, Logistic Service Quality, Quality Function Deployment, Kualitas Pelayanan, SERVQUAL
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
Divisions:	Faculty of Vocational > Civil Infrastructure Engineering (D4) Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Dian Lintang Beauty Permatasari
Date Deposited:	15 Feb 2023 12:37
Last Modified:	15 Feb 2023 12:37
URI:	http://repository.its.ac.id/id/eprint/97540

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