ANALISIS KEPUASAN PELANGGAN PADA PT. HMA LOGISTIK MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (PFA)

RAMADHAN, ILHAM (2022) ANALISIS KEPUASAN PELANGGAN PADA PT. HMA LOGISTIK MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (PFA). S1 thesis, Universitas Mercu Buana Bekasi.

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Abstract

A BSTRAK PT. HMA Logistik merupakan perusahaan yang bergerak di bidang ekspedisi dan transportasi yang be rada di Tangerang. Dalam usaha melayani kebutuhan pelanggan dalam proses pengiriman barang atau dokumen, PT. HMA Logistik ingin meningkatkan kualitas pelayanann ya, dikarenakan adanya pengurangan jumlah pelanggan dan mendapat beberapa komplain dari pelangga n. Untuk itu perusahaan perlu melakukan pendekatan dengan pelanggan untuk mengetahui perbaikan yang perlu dilakukan untuk meningkatkan pelayanan perusahaan. mempengaruhi persepsi dan ekspektasi fak tor yang konsumen berkaitan dengan kualitas pelayanan. Meto de Service Quality digunakan untuk mengukur kualitas (SERVQUAL) merupakan metode yang layanan dari setiap atribut dimensi GAP dari metode . Kemudian SERVQUAL tersebut diolah dengan menggunakan metode Importance Performance Analysis kualitas jasa (IPA) untuk mengurutkan p yang akan dilakukan melalui diagram kartesius. rioritas perbaikan Setelah dilakukan pengolahan data maka didapatkan urutan prioritas p erbaikan atas pelayanan yang perlu diprioritaskan. U rutan prioritas yang telah didapatkan, lalu dilakukanlah perbaikan dengan menggunakan metode 5W + 1H ( What, When, Where, Who, Why, and How ) . Hasil Servqual memiliki 10 yang memiliki gap score gap ratarata positif dan 2 memiliki terdapat 8 memiliki gap skor negatif.0,1 %, gap Dari 20 atribut terdapat 0 serta atribut yang lainnya Untuk Diagram IPA terdapat 4 kuadran yang masingmasing kuadran terdapat atribut Kata Kunci : atribut yang termasuk didalamnya . Service Quality, Importance Performance Analysis Kualitas, Jasa, Jasa Pengiriman ABSTRACT PT. HMA Logistik is a company engaged in the field of expedition and transportation in Tangerang. In an effort to serve customer needs in the process of delivering goods or documents, PT. HMA Logistik wants to improve the quality of its ser vices, due to the reduction in the number of customers and received several complaints from customers. For this reason, companies need t o approach customers to find out what improvements need to be made to improve company services. factors that influence c onsumer perceptions and expectations related to service quality. The Service Quality (SERVQUAL) method is a method used to measure the s ervice quality of each dimension attribute. Then the SERVQUAL method is processed using the Importance Perf GAP from the ormance Analysis (IPA) method to sort the priority of service quality improvement to be carried out through a Cartesian diagram. After p rocessing the data, a priority order of improvements is obtained for the services that need to be prioritized. The prior ity order that has been obtained is then repaired using the 5W + 1H (What, When, Where, Who, Why, and How) method. The results of Servqu al have an average gap of attributes there are 10 that have a positive other attributes have a negative gap gap score and 2 have a 0.1%, from 20 gap of 0 an d 8 score. For the IPA diagram, there are 4 quadrants, each quadrant has attributes that are includ ed in it. Keywords : Serive Quality, Importance Performance Analysis (IPA),Quality Improvement, Services, Delivery Services .

Item Type: Thesis (S1)
Call Number CD: FT/IND 22 005
NIM/NIDN Creators: 41617210012
Uncontrolled Keywords: Kata Kunci : Service Quality, Importance Performance Analysis, Perbaikan kualitas, Jasa, Jasa Pengiriman
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: siti maisyaroh
Date Deposited: 21 Dec 2022 06:15
Last Modified: 21 Dec 2022 06:15
URI: http://repository.mercubuana.ac.id/id/eprint/72668

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