Perbaikan Kualitas Layanan Jasa Kirim XYZ Menggunakan Metode Servqual dan Integrasi IPA-KANO

Tajuddin, Zuhdi, Ahmad Sultan (2022) Perbaikan Kualitas Layanan Jasa Kirim XYZ Menggunakan Metode Servqual dan Integrasi IPA-KANO. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Layanan Jasa Kirim XYZ merupakan layanan jasa kirim yang telah beroperasi pada tahun 2019, berdasarkan grafik persentase keluhan layanan jasa kirim menampilkan bahwa pada layanan jasa kirim XYZ pada Tahun 2021-2022 mengalami peningkatan secara signifikan. Pada tahun 2019 jumlah keluhan pelanggan layanan jasa kirim XYZ sebanyak 623, kemudian pada tahun 2021 sebanyak 5546, dan pada tahun 2022 sebanyak 5983. Hal ini menunjukkan bahwa tingkah laku konsumen dalam memilih layanan jasa kirim XYZ dari segi loyalitas dan kepuasan pelanggan mengalami penurunan. sehingga pada penelitian ini akan dilakukan identifikasi dan analisis mengenai kualitas pelayanan jasa kirim dari layanan Jasa Kirim XYZ untuk meningkatkan kepuasan pelanggan dan performansi dari perusahaan. Service blueprint merupakan metode untuk memvisualisasikan proses pelayanan perusahaan secara keseluruhan pada suatu produk dan jasa. Kemudian metode SERVQUAL dilakukan dengan tujuan untuk menentukan atribut dengan berbagai dimensi kualitas layanan. Selanjutnya dilakukan integrasi atribut kritis dan functional menggunakan Integrasi IPA-Kano untuk ditentukan prioritas strategi. Kemudian analisis akar permasalahan terhadap atribut kritis menggunakan 5 why’s analysis, kemudian penentuan respon teknis dengan House of Quality, serta membuat rekomendasi perbaikan. Berdasarkan dari hasil tersebut didapatkan sembilan atribut kritis pada layanan jasa kirim Layanan Jasa Kirim XYZ yaitu (REL5), (REL1), (REL3), (ASS3), (EMP3), (RES1), (RES3), (REL8), (EMP1). Dan terdapat enam respon teknis dengan kode respon teknis TR1, TR2, TR3, TR4, TR5, dan TR6 yang berpengaruh dalam peningkatan kualitas layanan jasa kirim XYZ. Sehingga diusulkan lima rekomendasi perbaikan yang diharapkan dapat memperbaiki kualitas layanan jasa kirim XYZ, yaitu memperbarui standart operasional procedure (SOP), melakukan Kerjasama dengan pihak outsourcing, menambahkan fitur customer service pada aplikasi layanan jasa kirim XYZ, memperketat kualifikasi rekrutmen kurir, dan meningkatkan responsibilitas terhadap paket yang hilang dan rusak.
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XYZ Delivery Service is a delivery service that has been operating in 2019, based on the percentage graph of shipping service complaints showing that the XYZ delivery service in 2021-2022 has experienced a significant increase. In 2019 the number of customer complaints of XYZ delivery service was 623, then in 2021 it was 5546, and in 2022 it was 5983. This shows that consumer behavior in choosing XYZ delivery service in terms of customer loyalty and satisfaction has decreased. so that in this research identification and analysis will be carried out regarding the quality of delivery services from XYZ Shipping Services to increase customer satisfaction and company performance. Service blueprint is a method for visualizing the company's overall service process on a product and service. Then the SERVQUAL method is carried out with the aim of determining attributes with various dimensions of service quality. Furthermore, the integration of critical and functional attributes using the IPA-Kano Integration is carried out to determine strategic priorities. Then the root cause analysis of the critical attributes uses 5 why's analysis, then determines the technical response with the House of Quality, and makes recommendations for improvement. Based on these results, nine critical attributes were obtained in the XYZ Delivery Service, namely (REL5), (REL1), (REL3), (ASS3), (EMP3), (RES1), (RES3), (REL8), ( EMP1). And there are six technical responses with technical response codes TR1, TR2, TR3, TR4, TR5, and TR6 which have an effect on improving the quality of XYZ delivery services. So that five recommendations for improvement are proposed which are expected to improve the quality of XYZ delivery services, namely updating the standard operating procedure (SOP), cooperating with outsourcing parties, adding customer service features to the XYZ delivery service application, tightening courier recruitment qualifications, and increasing responsibility for lost and damaged packages.

Item Type:	Thesis (Other)
Additional Information:	RSI 658.562 Zud p-1 2022
Uncontrolled Keywords:	Integrasi IPA-Kano, Service blueprint, SERVQUAL, 5 Why’s Analysis, House of Quality
Subjects:	H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	- Davi Wah
Date Deposited:	01 Dec 2023 03:53
Last Modified:	01 Dec 2023 03:53
URI:	http://repository.its.ac.id/id/eprint/105235

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