Evaluasi Kualitas Layanan Pada Perusahaan Logistik Transportasi Laut

Aulia, Muthiah (2020) Evaluasi Kualitas Layanan Pada Perusahaan Logistik Transportasi Laut. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Bisnis transportasi dan logistik domestik diproyeksikan tumbuh cukup tinggi hingga tahun 2023. Dengan melihat tren industri logistik yang meningkat dan kompetisi yang semakin ketat, hal yang paling utama yang perlu dipertimbangkan oleh perusahaan third party logistic adalah kepuasan pelanggan sebagai respon dari kualitas layanan yang diberikan untuk meningkatkan dan mengontrol market share. Kualitas layanan logistik dianggap sebagai sumber daya saing perusahaan, dan memiliki peran penting dalam menciptakan kepuasan pelanggan dan loyalitas, serta mempertahankan tingkat profit perusahaan. PT XYZ merupakan salah satu perusahaan yang bergerak di bidang jasa freight forwarder. Didirikan sejak tahun 2005, perusahaan ini berfokus melayani ekspor, impor, pengiriman domestik, dan pergudangan. Diketahui bahwa hanya sebagian kecil dari pelanggannya yang kembali melakukan pemesanan, fenomena ini mengindikasikan adanya kelemahan pada layanan yang diberikan oleh PT XYZ. Untuk meningkatkan kepuasan pelanggan dan loyalitas, diperlukan adanya pengembangan kualitas layanan didalam perusahaan. Penelitian ini bertujuan meningkatkan kualitas layanan logistik dengan menggunakan integrasi metode SERVQUAL, Kano Model, dan Quality Function Deployment. Integrasi pengukuran SERVQUAL dan model Kano kedalam QFD dapat memberikan informasi yang holistik untuk memperkecil kesenjangan antara persepsi kualitas dan kualitas yang diharapkan, sehingga dapat dirumuskan strategi untuk meningkatkan loyalitas pelanggan. Dari analisis SERVQUAL, diketahui bahwa keseluruhan 27 atribut memiliki gap score yang bernilai negatif, berkisar dari -1.00 hingga -0.21. Gap score bernilai negatif menunjukkan kelemahan dari kualitas layanan, mengindikasikan bahwa performa perusahaan masih jauh dari ekspektasi konsumen. Sedangkan berdasarkan hasil analisis model Kano, diketahui 16 atribut tergolong kedalam kategori attractive, 9 atribut kategori one dimensional, dan masing-masing satu atribut tergolong dalam kategori indifferent dan must be. Melalui metode House of Quality, dirumuskan program pengembangan kualitas layanan untuk PT XYZ sebagai berikut; memperkuat infrastruktur teknologi informasi, pengadaan aplikasi digitalisasi proses bisnis, meningkatkan kualitas perangkat keras kantor, memperkaya staff knowledge, memperpanjang waktu layanan. ===================================================================================================== The transportation and domestic logistics business is projected to grow quite high until 2023. By looking at the increasing logistics industry trends and increasingly fierce competition, the most important thing to consider by third party logistic companies is customer satisfaction as a response to the service quality provided to increase and control market share. The quality of logistics services is considered as a competitiveness of the company, and has an imporant role in creating customer satisfaction and loyalty, as well as maintaining the level of profit of the company. PT XYZ is a company engaged in the field of freight forwarders. Established since 2005, the company focuses on serving exports, impors, domestic shipments and warehousing. It is known that only a small proportion of customers return to place orders, this phenomenon indicates a weakness in the services provided by PT XYZ. To increase customer satisfaction and loyalty, it is necessary to develop service quality within the company. This study aims to improve the quality of logistics services by using the integration of the SERVQUAL method, Kano Model, and Quality Function Deployment. The integration of SERVQUAL measurements and the Kano model into QFD can provide holistic information to reduce the gap between perceived quality and expected quality, so that strategies can be formulated to increase customer loyalty. From the SERVQUAL analysis, it is known that all 27 attributes have negative score gaps, ranging from -1.00 to -0.21. A negative score gap indicates a weakness of service quality, indicating that company performance is still far from consumer expectations. While based on the results of the Kano model analysis, it is known that 16 attributes belong to the attractive category, 9 attributes of the one-dimensional category, and each attribute belongs to the indifferent and must be categories. Through the House of Quality method, the service quality development program for PT XYZ was formulated as follows; strengthen information technology infrastructure, procure business process digitalization applications, improve the quality of office hardware, enrich staff knowledge, extend service times.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: kualitas, Kano Model, layanan logistik, quality functional deployment, SERVQUAL, quality, Kano Model, logistics services, quality functional deployment, SERVQUAL.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD1393.25 Business enterprises
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: Muthiah Aulia
Date Deposited: 15 Aug 2020 08:25
Last Modified: 15 Aug 2020 08:25
URI: https://repository.its.ac.id/id/eprint/78281

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