SUSANTI, INDAH (2014) EVALUASI KUALITAS LAYANAN JASA SERTIFIKASI TINGKAT KOMPONEN DALAM NEGERI (TKDN) DI PT. SUCOFINDO (Persero). S2 thesis, Universitas Mercu Buana.
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Abstract
The object of this study is TKDN PT certification services. Sucofindo (Persero), this part of the task to verify any goods or services that are carried out on a manufacturing or service company, with the output of the certificate. Quality services created if the service provided by the service provider can satisfy the customer. It is characterized by low levels of customer complaints that corporate performance is high. The aim this study to identify, measure, and analyze the service quality attributes that need to be repaired by PT. Sucofindo (Persero) based on the dimensions of service quality and process improvement by analyzing quality attributes in order to reduce customer complaints to improve service quality local content certification through Kaizen method. From the ten dimensions of service quality were measured and grouped into seven dimensions of quality such as Tangible, Assurance, Communication, Credibility, Reliability, Access, Empathy. Twenty-four service quality attributes were analyzed and measured by servqual method which is based on servqual indicators, further that attribute grouped into variable gap table based on attributes that have negative values or attributes that most affects the quality of TKDN certification services. From the results of mapping the Cartesian diagram there are 5 dimensions within that dimensions are 8 attributes go into quadrant A. Then the indicator of the questions identified again by 4 (four) factors of the root cause of the problem is the human factor, tools, methods and environment. And from the results of the analysis found that the X16 attributes with the indicator of delivering report TKDN on time has big effect on 4 factors causing the problem. Keywords: Quality Service, Gap Analysis, Importance performance Analysis, Cartesian diagram, Analysis Kaizen. Obyek dari penelitian ini adalah pelayanan jasa sertifikasi TKDN PT. Sucofindo (Persero), bagian ini bertugas untuk melakukan verifikasi barang atau pun jasa yang dilakukan terhadap perusahaan manufaktur atau jasa, dengan output yang dihasilkan berupa sertifikat. Jasa yang berkualitas tercipta jika pelayanan yang diberikan oleh pemberi jasa dapat memuaskan pelanggan. Hal ini ditandai dengan rendahnya tingkat keluhan pelanggan sehingga kinerja perusahaan tinggi. Penelitian ini bertujuan untuk mengidentifikasi, mengukur, dan menganalisa atribut kualitas pelayanan yang perlu diperbaiki oleh PT. Sucofindo (Persero) berdasarkan dimensi kualitas jasa serta menganalisa perbaikan proses berdasarkan atribut mutu dalam rangka menurunkan keluhanpelanggandenganmeningkatkankualitaspelayanan jasa sertifikasi TKDN melalui metode Kaizen. Dari sepuluhdimensikualitasjasa yang diukurkemudiandikelompokkanmenjaditujuhdimensikualitasyaituBuktifisik (tangible), Jaminan (Assurance), Komunikasi (Communication), Kredibilitas (Credibility), Kehandalan (Reliability), Akses (Access), Empati (Empathy). Duapuluhempatatributkualitasjasadianalisadandiukurdenganmelaluimetode servqual yang disusun berdasarkan indikator servqual, selanjutnya atribut-atribut tersebut dikelompokkan kedalam tabel gap variabel berdasarkan atribut yang memiliki nilai negatif atau atribut yang paling berpengaruh terhadap kualitas pelayanan jasa sertifikasi TKDN. Dari hasil pemetaan diagram kartesius terdapat 5 dimensi yang di dalam dimensi-dimensi tersebut terdapat 8 atribut yang masuk kedalam kuadran A. Kemudian indikator -indikator pertanyaan tersebut diidentifikasi kembali berdasarkan 4 (empat) faktor akar penyebab masalah yaitu faktor manusia, alat, metode dan lingkungan. Dan dari hasil analisa tersebut didapat bahwa pada atribut X16 dengan indikator ketepatan waktu pengiriman laporan TKDN memiliki pengaruh besar terhadap 4 faktor penyebab masalah. Kata kunci : Service Quality, Analisa Gap, Importance Performace Analysis, Diagram Kartesius, Analisa Kaizen.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-553-14-002 |
| Call Number: | TI/53/13/084 |
| NIM/NIDN Creators: | 55312110059 |
| Uncontrolled Keywords: | Quality Service, Gap Analysis, Importance performance Analysis, Cartesian diagram, Analysis Kaizen, |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 02 Feb 2015 10:10 |
| Last Modified: | 07 Jul 2022 07:22 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/13688 |
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