Bastyan, Endhy (2017) Analisa Kualitas Layanan Bongkar Muat Di Terminal Petikemas Surabaya Dengan Metode Servqual Dan Qfd. Masters thesis, Institut Teknologi Sepuluh Nopember Surabaya.
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Abstract
PT. Terminal Petikemas Surabaya (TPS) menjadi salah satu perusahaan jasa pelayanan pelabuhan telah dipercaya oleh berbagai perusahaan Indonesia maupun manca negara dalam pengelolaan petikemas internasional dan domestik maupun berbagai jasa bongkar muat penunjang lainnya. PT. TPS dalam memberikan pelayanan pengelolaan petikemas internasional diharuskan untuk menyesuaikan tingkat pelayanannya sesuai dengan standar internasional. Berdasarkan Key Performance Indicator (KPI), kinerja PT. TPS dibandingkan dengan beberapa pelabuhan internasional dalam hal Truck-Around Time (TRT), Gross Mover Per Hour (GMPH), dan Berth Move Per Hour (BMPH) masih jauh tertinggal dengan pelabuhan di UEA, Asia Pasifik dan India. Masih rendahnya kinerja PT. TPS berdasarkan ketiga indikator menunjukkan bahwa kualitas pelayanan PT. TPS masih perlu untuk dilakukan perbaikan.
Pada penelitian ini dilakukan analisa persepsi dan harapan pelanggan dengan metode Service Quality (SERVQUAL) untuk mengukur kualitas layanan PT. TPS. Hasil pengukuran kesenjangan (gap) antara persepsi dan harapan pelanggan dari Service Quality (SERVQUAL) diperbaiki dengan metode Quality Function Deployment (QFD). Serta berdasarkan kedua analiasa tersebut, dilakukan penyusunan strategi-strategi yang sebaiknya diterapkan oleh PT. TPS untuk meningkatkan kualitas pelayanan.
Hasil yang diperoleh menunjukkan seluruh dimensi memiliki tingkat kepuasan “cukup puas” yang artinya pelanggan menilai pelayanan yang diberikan PT. TPS sudah cukup memenuhi harapan namun masih belum maksimal. Selanjutnya dilakukan analisis diagram kartesius yang menunjukkan terdapat 5 indikator yang perlu perbaikan baik segera. Analisa QFD dilakukan untuk menentukan rekomendasi perbaikan yang diperlukan pada 5 indikator. Indikator yang memerlukan prioritas utama adalah indikator yang berhubungan dengan kompetensi petugas khususnya petugas administrasi. Sehingga rekomendasi pihak manajemen adalah dengan membuat Standar Operasional Prosedur (SOP) untuk setiap aktfitas di pelabuhan bagi petugas administrasi.
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PT. Terminal Petikemas Surabaya has become one of the port services company has been trusted by various Indonesian and international companies in the management of international and domestic containers as well as various other loading and unloading services. PT TPS in providing international container management services is required to adjust its service level in accordance with international standards. Based on the Key Performance Indicator (KPI), the performance of PT. TPS compared with some international ports in terms of Trund-Around Time (TRT), Gross Mover Per Hour (GMPH) and Berth Move Per Hour (BMPH) are still far behind with ports in UAE, Asia Pacific and India. The low performance of PT TPS based on the three indicators shows that the quality of service of PT TPS is still needed to be repaired.
.In this research, analysis on customer perception and expectation with Service Quality (SERVQUAL) method is done to measure the quality of PT. TPS service. The result of gap measurement between perception and customer expectation from Service Quality (SERVQUAL) is improved by Quality Function Deployment (QFD) method. And based on these two analyzes, the strategies that should be applied by PT. TPS are arranged to improve the quality of service.
The result shows that all dimensions have satisfaction level "quite satisfied" which means that customers value the services provided by PT. TPS is enough to meet the expectation but still not maximal. Furthermore, Cartesius diagram analysis showed that there are 5 indicators that need improvement immediately. The QFD analysis is performed to determine the recommended improvement recommendations on 5 indicators. Indicators that require top priority are indicators related to competency of administration officer. So that management should apply Standard Operational Procedure related to all activity in administration.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Kepuasan Pelanggan, Analisis Gap, Quality Function Deployment |
| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T56.8 Project Management |
| Divisions: | 61101-Magister Management Technology |
| Depositing User: | Endhy Bastyan |
| Date Deposited: | 14 Dec 2017 02:34 |
| Last Modified: | 06 Mar 2019 03:16 |
| URI: | http://repository.its.ac.id/id/eprint/46994 |
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