RAKASIWI, ROMMY GILANG (2014) Usulan Peningkatan Kualitas Pelayanan Dengan Metode Importance Performance Analysis (IPA). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
TNT is a leading provider of integrated express services, serving heavy freight services, courier and express logistics in Southeast Asia, China, and Europe, as well as encourage the growth of its business in Indonesia. Based on the reduction in the number of customers TNT, this research is intended to analyze the satisfaction of the customers as a service user of TNT in its strategy to improve services . This study was completed using the SERVQUAL (Service Quality), which is defined as everything that is focused on trying to meet the needs of consumers, along with the deliver precision, so as to create a balanced conformance with consumer expectations. The study begins with a sampling of the respondents consisting of TNT customers who make complaints to the company and the management of TNT itself. Sampling is done at TNT Jakarta . Weighting the data processing in this study is to use the method of Importance Performance Analysis ( IPA ) where the weighting is done on five key dimensions of service quality (tangibles , reliability, responsiveness , assurance, empathy). Results of the study is that there is a gap between the needs and expectations (perceptions and expectations) for services provided, which are all negative which proves that the company must make improvements, particularly in some of the criteria that have the largest gap is: tangible dimension includes employees look neat and attractive, comfort and cleanliness of the services contained on space, availability of complete information media, the arrangement of buildings and equipment, computerization and automation of information services, which includes the realibility dimension in the service speed, the presence of clear pricing brochures, TNT employee discipline in explaining the products services, tariffs according to the services provided, and the timely delivery of the shipment right to the person who received it. Keywords: TNT , Quality of Services, SERVQUAL method. Importance Performance Analysis ( IPA ) TNT, penyedia layanan ekspress terpadu terkemuka, melayani layanan angkutan barang berat, kurir dan logistik secara ekspres di wilayah Asia Tenggara, China, dan Eropa, serta mendorong pertumbuhan bisnisnya di Indonesia. Berdasarkan data penurunan jumlah pelanggan TNT, maka penelitian ini dimaksudkan untuk menganalisis kepuasan masyarakat sebagai pengguna jasa TNT dalam strateginya untuk meningkatkan pelayanan. Penelitian ini diselesaikan menggunakan metode Servqual (Service Quality), yang didefinisikan sebagai segala sesuatu yang memfokuskan pada usaha untuk memenuhi kebutuhan konsumen yang disertai dengan ketepatan dalam menyampaikannya, sehingga tercipta kesesuaian yang seimbang dengan harapan konsumen. Penelitian diawali dengan pengambilan sampel dengan responden yang terdiri dari pelanggan TNT yang melakukan komplain ke pihak perusahaan dan pihak manajemen dari TNT itu sendiri. Sampling dilakukan di TNT Jakarta. Pengolahan data pada pembobotan dalam penelitian ini adalah dengan menggunakan metode Importance Performance Analysis (IPA) dimana pembobotan dilakukan pada lima dimensi utama kualitas jasa (tangibles, reliability, responsiveness, assurance, emphaty). Hasil dari penelitian adalah terdapat gap antara kebutuhan dan harapan (persepsi dan ekspektasi) atas pelayanan yang diberikan, yang semuanya bernilai negatif yang membuktikan bahwa perusahaan harus melakukan perbaikan, terutama di beberapa kriteria yang memiliki gap terbesar yaitu: dimensi tangible meliputi pegawai berpenampilan rapih serta menarik, kenyaman dan kebersihan yang terdapat pada ruang pelayanan, tersedianya media informasi yang lengkap, penataan gedung dan perlatan, komputerisasi dan automasi layanan informasi, dimensi realibility yang meliputi kecepatan dalam pelayanan, adanya brosur harga yang jelas, kedisiplinan pegawai TNT dalam menerangkan produk jasa, tarif sesuai dengan layanan yang diberikan, penyerahan kiriman tepat waktu dan tepat pada orang yang menerimanya. Kata Kunci : TNT, Kualitas Layanan, Metode Servqual. Importance performance Analysis (IPA)
| Item Type: | Thesis (S2) |
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| Call Number CD: | CDT-553-14-011 |
| Call Number: | TI/53/15/020 |
| NIM/NIDN Creators: | 55310120030 |
| Uncontrolled Keywords: | TNT, quality of services, SERVQUAL, method, importanceperformance analysis (IPA) TNT, kualitas layan |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 27 May 2015 11:33 |
| Last Modified: | 08 Jul 2022 06:47 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/7177 |
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