ANALISIS KUALITAS PELAYANAN DALAM UPAYA MENINGKATKAN KEPUASAN PELANGGAN DENGAN METODE SERVQUAL, IPA DAN QFD (Studi pada PT. JNE Pusat, Jakarta Barat)

PERTIWI, SRI WULANDARI (2020) ANALISIS KUALITAS PELAYANAN DALAM UPAYA MENINGKATKAN KEPUASAN PELANGGAN DENGAN METODE SERVQUAL, IPA DAN QFD (Studi pada PT. JNE Pusat, Jakarta Barat). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Jalur Nugraha Ekakurir or commonly known as JNE is a company engaged in logistics delivery services based in the Jakarta area. As for the purpose of this study is to determine the quality of the service level of PT. JNE Pusat, West Jakarta during the Covid-19 pandemic and know what criteria must be improved and improved by using the SERVQUAL (Service Quality) method, what service quality attributes are priority improvements to customer satisfaction using the IPA method, and propose service improvements based on the recommended QFD results from the IPA method. The population of this research is the user of PT. JNE Pusat, West Jakarta. The sample collection method used was purposive sampling, determining the number of samples using representative, so that the number of samples used was at least 100 samples. The data collection method used interviews and questionnaires. The questionnaires received were 103 respondents. Methods of data analysis using validity test, reliability test, SERVQUAL, IPA with the help of software SPSS v23 and QFD using Ms. Excel 2010. The results of this study indicate that there are 5 dimensions of SERVQUAL with a negative average gap, one indicator that is the focus of improvement from the IPA analysis to increase customer satisfaction, and there are 2 targets that must be improved based on QFD and HOQ analysis. Keywords: Service Quality, Importance Performance Analysis (IPA), Quality Function Deployment (QFD). Jalur Nugraha Ekakurir atau biasa dikenal dengan JNE merupakan salah satu perusahaan yang bergerak dalam bidang jasa pengiriman logistik yang berpusat di wilayah Jakarta. Adapaun tujuan penelitian ini adalah mengetahui kualitas tingkat pelayanan jasa pengiriman barang PT. JNE Pusat, Jakarta Barat pada masa pandemi Covid-19 dan mengetahui kriteria apa saja yang harus diperbaiki dan ditingkatkan dengan mengunakan metode SERVQUAL (Kualitas Layanan), atribut kualitas layanan apa yang menjadi prioritas perbaikan terhadap kepuasan konsumen dengan menggunakan metode IPA, dan mengusulkan perbaikan pelayanan berdasarkan hasil QFD yang direkomendasikan dari metode IPA. Populasi penelitian ini adalah pemakai jasa pengiriman barang PT. JNE Pusat, Jakarta Barat. Metode pengumpulan sampel yang digunakan adalah purposive sampling, penentuan jumlah sample menggunakan representative, sehingga jumlah sample yang digunakan minimal 100 sampel. Metode pengumpulan data menggunakan wawancara dan penyebaran kuesioner. Kuesioner yang diterima sebanyak 103 responden. Metode analisis data menggunakan Uji Validitas, Uji Reliabilitas, SERVQUAL, IPA dengan bantuan software SPSS v23 dan QFD menggunakan Ms. Excel 2010. Hasil penelitian ini menunjukkan terdapat 5 dimensi SERVQUAL dengan rata-rata kesenjangan negative, satu indikator yang menjadi fokus perbaikan dari analisis IPA untuk peningkatan kepuasan pelanggan, dan terdapat 2 target yang harus ditingkatkan berdasarkan analisis QFD dan HOQ. Kata kunci: Service Quality, Importance Performance Analysis (IPA), Quality Function Deployment (QFD).

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 22 168
Call Number: SE/31/22/098
NIM/NIDN Creators: 43116120099
Uncontrolled Keywords: Service Quality, Importance Performance Analysis (IPA), Quality Function Deployment (QFD)
Subjects: 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 154 Subconscious and Altered States and Process/Psikologi Bawah Sadar > 154.6 Sleep Phenomena/Fenomena Tidur > 154.63 Dreams/Mimpi > 154.634 Analysis/Analisis
500 Natural Science and Mathematics/Ilmu-ilmu Alam dan Matematika > 510 Mathematics/Matematika > 515 Analysis, Theory of Functions/Analisis, Teori Fungsi > 515.2 General Aspects of Analysis/Aspek Umum Analisis
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.4 Specific Fields of Accounting/Bidang Akuntansi Tertentu > 657.48 Analytical (Financial) Accounting/Analisis (Keuangan) Akuntansi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Amin Sujatmiko
Date Deposited: 18 Oct 2022 00:12
Last Modified: 19 Oct 2022 02:45
URI: http://repository.mercubuana.ac.id/id/eprint/68216

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