ROSDIANA, DINA (2021) PERBAIKAN KUALITAS LAYANAN PENGIRIMAN BARANG DI MASA PANDEMI COVID-19 DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN QUALITY FUNCTION DEPLOYMENT (QFD). S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
At the beginning of 2020, the world was shocked by the emergence of Covid-19. WHO announced the Covid-19 virus pandemic on January 30, 2020. Some companies were negatively affected by this pandemic, but there are also companies that have benefited from this pandemic, namely logistic companies. This study aims to improve the quality of customer service for freight forwarding companies by considering changes in service quality during the Covid-19 pandemic using the IPA and QFD methods. Based on the IPA matrix, there are 8 attributes that need to be prioritized for improvement. These eight attributes are then continued to the QFD method to produce services that suit customer needs during the Covid-19 pandemic. Of the eight attributes, there are new ones with the Covid-19 pandemic, namely: performing several attributes and adjustments periodically and using barriers on the counter table. Keywords: Covid-19, Logistics, Expedition, Service industry, Quality Function Deployment (QFD), IPA. Di awal tahun 2020 dunia dikejutkan dengan kemunculan Covid-19. WHO mengumumkan pandemi virus Covid-19 pada 30 Januari 2020. Beberapa perusahaan terkena dampak negatif dari adanya pandemi ini, tetapi ada juga perusahaan mendapat manfaat dari pandemi ini, yaitu perusahaan layanan pengiriman barang. Penelitian ini bertujuan untuk meningkatkan kualitas layanan pelanggan perusahaaan layanan pengiriman barang dengan mempertimbangkan perubahan atribut kualitas layanan selama pandemi Covid-19 menggunakan metode IPA dan QFD. Berdasarkan matriks IPA, dihasilkan 8 atribut yang perlu mendapat prioritas perbaikan. Kedelapan atribut ini kemudian dilanjut ke metode QFD untuk menghasilkan layanan yang sesuai kebutuhan pelanggan di masa pandemi Covid-19. Dari kedelapan atribut ada beberapa atribut baru yang muncul selama pandemi Covid-19, yaitu: melakukan pembersihan dan disenfektan secara berkala, dan penggunaan pembatas di meja counter. Keywords: Covid-19, Logistics, Expedition, Service industry, Quality Function Deployment (QFD), IPA.
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