Lillah, Zamrida Ma`rifatul (2018) Pengukuran dan Analisis Kualitas Pelayanan Logistik pada Perusahaan Terminal Petikemas. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Kini, mulai banyak perusahaan dari dalam maupun luar negeri yang melakukan aktivitas logistik melalui jalur laut dikarenakan kapasitas angkut melalui jalur laut lebih besar apabila dibandingkan jenis transportasi lainnya serta biayanya juga lebih murah. Sehubungan dengan hal tersebut, peran pelabuhan sebagai penyedia jasa logistik menjadi sangat penting khususnya di bidang kemaritiman. Indonesia yang dikenal sebagai negara maritim tentunya memiliki peluang sangat besar untuk meningkatkan perekonomian negara dengan memanfaatkan fungsi pelabuhan sebagai pintu gerbang perdagangan internasional. Dengan semakin banyaknya permintaan logistik melalui jalur laut, tentunya pelabuhan sebagai penyedia jasa logistik harus selalu sigap dalam melayani para pelanggannya dengan memberikan pelayanan yang berkualitas. Penelitian ini bertujuan untuk mengidentifikasi indikator layanan logistik serta melakukan pengukuran dan analisis kualitas pelayanan logistik pada PT Terminal Petikemas Surabaya. Identifikasi indikator yang sesuai dengan proses bisnis PT Terminal Petikemas Surabaya dilakukan dengan mengkombinasikan beberapa indikator dari penelitian terdahulu yang kemudian diverifikasi melalui wawancara mendalam kepada pihak expert. Faktor pengukuran kualitas pelayanan logistik teridentifikasi yaitu 8 dimensi dan 23 indikator. Hasil wawancara mendalam yaitu 7 dimensi dan 31 indikator layanan logistik yang sesuai dengan PT Terminal Petikemas Surabaya. Pada penelitian ini, dihasilkan temuan bahwa nilai kualitas pelayanan logistik di PT Terminal Petikemas Surabaya adalah 56.646, yang menunjukkan pada posisi sangat berkualitas. Selain itu, dari 31 indikator layanan logistik yang diteliti, terdapat satu indikator yang kurang memuaskan yaitu indikator TM2 (ketepatan waktu truk dalam melayani crane). Dengan nilai kualitas pelayanan sebesar 10.584, indikator ini berada di posisi antara batas quartil 1 dan quartil 2 yang menunjukkan pada posisi tidak berkualitas.
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Now, many companies from inside and outside the country doing logistics activities through the sea because sea transport capacity is greater when compared to other types of transportation and the cost is also cheaper. In relation to these matters, the role of port as a provider of logistics services becomes very important, especially in the field of maritime. Indonesia, known as a maritime country certainly has a huge opportunity to improve the country's economy by utilizing the port function as an international trade gateway. With the increasing demand for logistics through the sea, of course the port as a provider of logistics services should always be ready to serve its customers by providing quality services. This study aims to identify indicators of logistic services and conduct quality measurement and analysis logistic services quality on PT Terminal Petikemas Surabaya. The identification of indicators corresponding to PT Terminal Petikemas Surabaya is done by combining several indicators from previous research which are then verified through in-depth interviews with experts. The identified logistics service quality factors are 8 dimentions and 23 indicators. The results of in-depth interviews are 7 factors and 31 indicators of service logistics in accordance with PT Terminal Petikemas Surabaya. The result of this research is that the value of logistic service quality in PT Terminal Petikemas Surabaya is 56.646, which shows in the position of highly qualified. In addition, out of 31 logistics service indicators studied, there is one less satisfactory indicator that is TM2 indicator (timing truck in serving crane). With the value of service quality of 10.584, this indicator is in the position between the limits of quartile 1 and quartile 2 indicating the position of not qualified.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | RSMB 658.834 3 Lil p-1 3100018078331 |
| Uncontrolled Keywords: | Analytical Hierarchy Process, Logistics Service Quality, Likert Summated Rating, PT Terminal Petikemas Surabaya |
| Subjects: | H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control) |
| Divisions: | Faculty of Business and Management Technology > Business Management > 61205-(S1) Undergraduate Thesis |
| Depositing User: | ZAMRIDA MA'RIFATUL LILLAH |
| Date Deposited: | 15 Oct 2020 23:45 |
| Last Modified: | 15 Oct 2020 23:45 |
| URI: | http://repository.its.ac.id/id/eprint/55732 |
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