Evaluasi Kualitas Layanan Pada Perusahaan Third Party Logistic (Studi Kasus : Perusahaan Rental Kendaraan Komersial & Trucking)

Bagaswara, Rizky Sadam (2024) Evaluasi Kualitas Layanan Pada Perusahaan Third Party Logistic (Studi Kasus : Perusahaan Rental Kendaraan Komersial & Trucking). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Peningkatan kinerja sektor manufaktur di Asia-Pasifik, mendorong kapabilitas perusahaan dalam memproduksi produk yang siap untuk dijual dalam pasar yang lebih luas. Tidak terkecuali Indonesia yang mencatatkan pertumbuhan kinerja dalam sektor manufaktur dari tahun ke tahun yang secara langsung meningkatkan penggunaan layanan logistics outsourcing. Tingginya tingkat konsentrasi pasar industri rental mobil, menjadikan perusahaan bersaing meningkatkan kualitas layanannya untuk meningkatkan daya saingnya. Penelitian ini menilai kualitas layanan suatu perusahaan third party logistic, dengan tipe penelitian kualitatif dan kuantitatif, dengan data primer yang dihasilkan hasil penyebaran kuesioner secara daring. Responden penelitian ini adalah pelanggan layanan rental kendaraan komersial PT XYZ. Hasil pengumpulan data dari kuesioner dianalisis menggunakan metode SERVQUAL untuk mengategorikan kinerja layanan sesuai atribut, IPA untuk mengukur gap analysis dan menentukan prioritas, dan QFD untuk merancang strategi pengembangan. Dari hasil pengolahan, diketahui bahwa 20 dari 27 atribut SERVQUAL memiliki nilai negatif yang menandakan kinerja perusahaan kurang memuaskan pelanggan. Sedangkan dari hasil pengolahan IPA didapatkan 5 atribut dalam kuadran keep up the good work, 7 atribut dalam kuadran overkill, 8 atribut dalam kuadran low priority, dan 7 atribut dalam kuadran concentrate here yang dijadikan fokusan dalam pengolahan QFD. Hasil pengolahan QFD menghasilkan 8 respons teknis sebagai rancangan perbaikan PT XYZ, diantaranya adalah: membuat layanan kontak gawat darurat yang aktif selama 24 jam, membentuk tim CRM, membuat layanan live chat, staf PIC ikut serta dalam pembuatan T&C kontrak dengan tim legal, melakukan pengecekan ulang terkait kondisi unit dan kelengkapan aksesoris tambahan, memastikan kelengkapan dan pendaftaran dokumen kendaraan, menambahkan informasi terkait ketersediaan tipe kendaraan dengan detail beserta konversinya dan harga berdasarkan durasi sewa, dan memberikan coaching untuk karyawan yang menjadi PIC klien.
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The increasing performance of the manufacturing sector in Asia-Pacific is driving companies' capabilities in producing products that are ready to be sold in a wider market. Indonesia is no exception, which has recorded performance growth in the manufacturing sector from year to year, which directly increases the use of logistics outsourcing services. The high level of market concentration in the car rental industry makes companies compete to improve their service quality to increase their competitiveness. This study assess the service quality of a third party logistics company, with qualitative and quantitative research types, with primary data generated from the distribution of online questionnaires. The respondents of this research are customers of PT XYZ's commercial vehicle rental service. The results of data collection from the questionnaire were analyzed using the SERVQUAL method to categorize service performance according to attributes, IPA to measure gap analysis and determine priorities, and QFD to design development strategies. From the processing results, it is known that 20 out of 27 SERVQUAL attributes have a negative value which indicates that the company's performance is not satisfying customers. While the results of IPA processing obtained 5 attributes in the keep up the good work quadrant, 7 attributes in the overkill quadrant, 8 attributes in the low priority quadrant, and 7 attributes in the concentrate here quadrant which will be the focus in QFD processing. The results of QFD processing resulted in 8 technical responses as PT XYZ's improvement design, including: creating an emergency contact service that is active for 24 hours, forming a CRM team, creating a live chat service, PIC staff participating in making contract T&C with the legal team, rechecking the condition of the unit and the completeness of additional accessories, ensuring the completeness and registration of vehicle documents, adding information related to the availability of vehicle types with details along with conversions and prices based on rental duration, and providing coaching for employees who become client PICs.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	IPA, Service Quality Evaluation, SERVQUAL, Third Party Logistic, QFD; IPA, Penilaian Kualitas Layanan, SERVQUAL, Third Party Logistic, QFD.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD62.15 Total quality management.
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Rizky Sadam Bagaswara
Date Deposited:	12 Feb 2024 02:20
Last Modified:	12 Feb 2024 02:20
URI:	http://repository.its.ac.id/id/eprint/106851

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