Erlangga, Dicky (2021) Peningkatan Kualitas Pelayanan dengan Metode SERVQUAL dan Optimasi Linear Programming pada PT. Grab Teknologi Indonesia. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Grab merupakan aplikasi transportasi online yang didirikan sejak tahun 2012 dan masuk ke negara Indonesia sejak tahun 2014. Berdasarkan hasil riset oleh IDN Research Institute dan Alvara tahun 2019 menyatakan bahwa Net Promotor Score (NPS) pada aplikasi Grab sebesar 10,1 sedangkan kompetitornya yaitu Gojek sebesar 18,9. Hal ini menunjukkan bahwa tingkah laku konsumen terhadap Gojek lebih besar dibanding Grab dari segi loyalitas dan kepuasaan pelanggan, sehingga pada penelitian ini akan dilakukan identifikasi dan analisis mengenai kualitas pelayanan Grab yang terkhusus pada layanan GrabFood dan GrabBike untuk meningkatkan kepuasaan pelanggan dan performansi perusahaan Grab. Service blueprint merupakan metode untuk mengetahui proses pelayanan secara keseluruhan pada suatu produk atau jasa, kemudian metode SERVQUAL untuk dilakukan penentuan atribut dengan berbagai dimensi kualitas layanan. Selanjutnya dilakukan penentuan atribut kritis dengan metode Importance Performace Analysis (IPA), kemudian analisis akar permasalahan terhadap atribut kritis yang telah ditentukan dengan 5 why’s analysis, kemudian penentuan respon teknis pada proses pelayanan Grab dengan House of Quality (HOQ) dan didukung dengan metode linear programming untuk menentukan bobot dan prioritas pada atribut kritis dan respon teknis, serta membuat rekomendasi perbaikan untuk meningkatkan kualitas pelayanan Grab. Berdasarkan dari hasil tersebut didapatkan lima atribut kritis pada layanan GrabFood yaitu dengan kode atribut T1, REL3, REL4, REL5, dan A1 dan pada layanan GrabBike yaitu dengan kode atribut T1, T4, REL3, REL5, dan A1 dan terdapat empat respon teknis dengan kode respon teknis TR1, TR2, TR3, dan TR4 yang berpengaruh dalam peningkatan kualitas pelayanan Grab. Sehingga diusulkan empat rekomendasi perbaikan yang diharapkan dapat memperbaiki kualitas pelaynan Grab, yaitu memperbarui strandart operational procedure (SOP) dan pemantauan permasalahan pada layanan Grab, pelatihan tata cara berkendara dan keterampilan sebagai driver, memperketat seleksi driver dan verifikasi pemahaman driver terhadap kode etik Grab, dan pembuatan interface terhadap akurasi lokasi pelanggan.
Kata Kunci: Service Blueprint, SERVQUAL, 5 Why’s Analysis, House of Quality, Linear Programming
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Grab is an online transportation application that was founded in 2012 and entered Indonesia since 2014. Based on the results of research by IDN Research Institute and Alvara in 2019, it was stated that the Net Promoter Score (NPS) in the Grab application was 10.1 while its competitor, Gojek, was 10.1 18.9. This shows that consumer behavior towards Gojek is greater than Grab in terms of customer loyalty and satisfaction, so this research will identify and analyze the quality of Grab's services, especially the GrabFood and GrabBike services to improve customer satisfaction and the performance of the Grab company. Service blueprint is a method to determine the overall service process for a product or service, then the SERVQUAL method is used to determine attributes with various dimensions of service quality. Next, determine the critical attributes using the Importance Performance Analysis (IPA) method, then analyze the root causes of the critical attributes that have been determined with 5 why's analysis, then determine the technical response to the Grab service process with House of Quality (HOQ) and supported by linear programming to determine the weights and priorities for critical attributes and technical responses, as well as make recommendations for improvement to improve the quality of Grab services. Based on these results obtained five critical attributes on the GrabFood service, namely the attribute code T1, REL3, REL4, REL5, and A1 and on the GrabBike service, the attribute code is T1, T4, REL3, REL5, and A1 and there are four technical responses with the code technical responses of TR1, TR2, TR3, and TR4 which have an effect on improving the quality of Grab services. So there are four recommendations proposed that are expected to improve the quality of Grab services, namely updating standard operational procedures (SOPs) and monitoring problems in Grab services, training on driving procedures and skills as drivers, tightening driver selection and verifying driver understanding of the Grab code of ethics, and making interfaces to customer location accuracy.
Keyword: Service Blueprint, SERVQUAL, 5 Why’s Analysis, House of Quality, Linear Programming
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Kata Kunci: Service Blueprint, SERVQUAL, 5 Why’s Analysis, House of Quality, Linear Programming ========================================================= Keyword: Service Blueprint, SERVQUAL, 5 Why’s Analysis, House of Quality, Linear Programming |
| Subjects: | T Technology > T Technology (General) > T57.74 Linear programming T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.5956 Quality of service. Reliability Including network performance T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control) |
| Divisions: | Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | Dicky Erlangga |
| Date Deposited: | 13 Aug 2021 06:48 |
| Last Modified: | 13 Aug 2021 06:48 |
| URI: | http://repository.its.ac.id/id/eprint/86165 |
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