Evaluation of Service Quality at LPG Public Service Obligation Agency Company (Case Study: PT Purnama Utama Jaya)

Aldrian, Devin (2025) Evaluation of Service Quality at LPG Public Service Obligation Agency Company (Case Study: PT Purnama Utama Jaya). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Penelitian ini mengevaluasi kualitas layanan PT Purnama Utama Jaya, perusahaan yang mendistribusikan LPG 3 kilogram bersubsidi di Kabupaten Bogor. Penelitian ini dilakukan karena masalah yang sering ditemukan dalam distribusi LPG, seperti keterlambatan pengiriman, komunikasi yang buruk, dan layanan yang tidak merata. Untuk menilai hal ini, peneliti menggunakan tiga metode: SERVQUAL untuk mengukur kesenjangan antara harapan pelanggan dan layanan aktual, Importance Performance Analysis (IPA) untuk mengetahui aspek layanan mana yang paling penting untuk ditingkatkan, dan Quality Function Deployment (QFD) untuk membuat strategi untuk perbaikan tersebut. Hasil penelitian menunjukkan bahwa meskipun banyak pelanggan yang puas, masih ada kelemahan, terutama dalam cara karyawan menanggapi kebutuhan pelanggan dan memberikan layanan pribadi. Berdasarkan temuan ini, perusahaan disarankan untuk meningkatkan pelatihan karyawan, komunikasi, dan standar layanan untuk memenuhi harapan pelanggan dan mendukung keberhasilan program subsidi LPG.
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This research evaluates the service quality of PT Purnama Utama Jaya, a company that distributes subsidized 3-kilogram LPG in Bogor Regency. The study was conducted because of problems often found in LPG distribution, such as late deliveries, poor communication, and uneven service. To assess this, the researcher used three methods: SERVQUAL to measure the gap between customer expectations and actual service, Importance Performance Analysis (IPA) to find out which service aspects are most important to improve, and Quality Function Deployment (QFD) to create strategies for those improvements. The results showed that while many customers are satisfied, there are still weaknesses, especially in how employees respond to customer needs and provide personal service. Based on these findings, the company is advised to improve employee training, communication, and service standards to meet customer expectations and support the success of the LPG subsidy program.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Importance Performance Analysis (IPA), LPG Distribution, Public Service Obligation (PSO), Quality Function Deployment (QFD), SERVQUAL
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD30.28 Planning. Business planning. Strategic planning. H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation
Divisions:	Faculty of Business and Management Technology > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Devin Aldrian
Date Deposited:	31 Jul 2025 08:26
Last Modified:	31 Jul 2025 08:27
URI:	http://repository.its.ac.id/id/eprint/125247

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