Sujadan, Achmad Firly (2021) Mengukur Tingkat Logistic Service Quality dan Melakukan Evaluasi untuk Meningkatkan kepuasan Pelanggan: Studi Kasus PT Krakatau Argo Logistik. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Penelitian ini berfokus kepada perusahaan yang menjalankan perusahaannya didalam sektor logistik. Menurut Shapiro (2001) Logistik merupakan aktivitas yang berkaitan dengan masalah transportasi, pergudangan, dan persediaan simpanan. Logistik bisa menggunakan 25% dari biaya operasional sebuah perusahaan. Dengan timbulnya permasalahan tersebut, perusahaan penyedia jasa logistik atau Logistic Service Provider dianggap penting oleh sebuah perusahaan untuk membantu dalam hal ini. salah satu bidang yang sulit di efisiensikan oleh sebuah perusahaan adalah masalah logistik. Logistik menjadi fokus karena setiap perusahaan memliki kompentensi intinya masing-masing dalam melakukan persaingan di pasar sekarang, dan sektor logistik sendiri dapat menghabiskan 25% dari beban operasional dari setiap perusaahaan. Hal inilah yang menjadikan perusahaan sektor logistik berkembang dengan pesat sekarang, didukung juga oleh persaingan juga pada setiap perusahaan untuk menjadi lebih efektif dalam menjalankan perusahaannya.
3 metode yang digunakan (LSQ, SERVQUAL, dan IPA) difokuskan dalam menilai kepuasan pelanggan dalam sektor logistik, dengan cara menyebar kuesioner terhadap setiap perusahaan pelanggan untuk mendapatkan tingkat kepuasan pelanggan dan rekomendasi perbaikan. Semua faktor penililaian didapatkan dari penelitian terdahulu dan dikembangkan dengan penambahan atribut penilaian yang juga dilakukan validasi, setelah melakukan penyebaran dan kuesioner didapatkanlah hasilnya. Hasil penelitian didapatkan hasil bahwa objek penelitian kali ini masih kurang berhasil dalam mempertahankan kepuasan pelanggan. Berdasarkan hasil tersebut juga didapatkan rekomendasi perbaikan pada setiap dimensi dan atribut penilaian untuk dapat meningkatkan dan memperbaiki kepuasan pelanggan.
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This study focuses on companies that run their companies in the logistics sector. According to Shapiro (2001) Logistics is an activity related to transportation, warehousing, and inventory problems. Logistics can use 25% of a company's operating costs. With the emergence of these problems, logistics service providers or logistic service providers are considered important by a company to assist in this matter. One of the areas that are difficult for a company to be efficient is in logistics. Logistics is the focus because each company has its own core competencies in competing in today's market, and the logistics sector alone can consume 25% of the operating expenses of each company. This is what makes logistics sector companies grow rapidly fast now, supported also by competition for each company to be more effective in running their companies.
The 3 methods used (LSQ, SERVQUAL, and IPA) are focused on assessing customer satisfaction in the logistics sector, by distributing questionnaires to each customer company to get the level of customer satisfaction and recommendations for improvement. All assessment factors were obtained from previous research and developed with the addition of assessment attributes which were also validated, after distributing and questionnaires the results were obtained. The results showed that the object of this research is still less successful in maintaining customer satisfaction. Based on these results also obtained recommendations for improvement on each dimension and attribute assessment to be able to increase and improve customer satisfaction.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Logistik, logistik service quality (LSQ), SERVQUAL, IPA, Kepuasan Pelanggan Logistic, logistik service quality (LSQ), SERVQUAL, IPA, Customer satisfaction |
| Subjects: | H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis |
| Depositing User: | Achmad Firly Sujadan |
| Date Deposited: | 31 Aug 2021 07:43 |
| Last Modified: | 31 Aug 2021 07:43 |
| URI: | http://repository.its.ac.id/id/eprint/90699 |
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