LESTARI, WINY PUSPA (2019) ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN EKSPOR UDARA DI PT.XYZ DENGAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN DIAGRAM IMPORTANCE PERFORMANCE ANALYSIS (IPA). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
PT. XYZ is a company engaged in services as a freight forwarder. In an effort to serve the needs of consumers in the process of exporting goods via air, PT. XYZ wants to improve the quality of its services, because in recent months there has been a decrease in the number of shipping instructions accompanied by the inclusion of several complaint letters from customers. For this reason, companies need to approach consumers to find out where quality improvements must be made. The approach with consumers can find out the behavior and factors that influence consumer perceptions and expectations related to service quality. Service Quality (SERVQUAL) method is a method used to measure service quality of each dimension attribute, through a Likert scale questionnaire used to measure service quality so that a gap value will be obtained which is the difference between consumers' perceptions of expectations on each dimension service received. Then the GAP from the SERVQUAL method is processed using the Importance Performance Analysis (IPA) method to rank priorities for improving the quality of services to be carried out through a Cartesian diagram. According to the results of research that the author has done, the priority order of improvement is obtained for service on attribute 6 (Assurance): Performing effective and efficient communication with customers, Attribute 8 (Responsiveness): The ability of employees to be responsive in dealing with problems that arise, Attribute 9 (Responsiveness): The ability of employees to respond quickly in handling export documents and Attribute 14 (Emphaty): Responsible for the safety of export documents. Based on the order of priorities, improvements were made using the 5W + 1H method (What, When, Where, Who, Why and How). Keywords: Service Quality, Importance Performance Analysis (IPA), 5W + 1H (What, When, Where, Who, Why and How), Quality Improvement, Service. PT. XYZ adalah perusahaan yang bergerak di bidang jasa sebagai freight forwarder. Dalam usaha melayani kebutuhan konsumen dalam proses ekspor barang via udara, PT. XYZ ingin meningkatkan kualitas pelayanannya, dikarenakan beberapa bulan belakangan ini terjadi penurunan jumlah shipping instruction yang diiringi dengan masuknya beberapa surat komplain dari customer. Untuk itu perusahaan perlu melakukan pendekatan dengan konsumen untuk mengetahui dimanakah perbaikan kualitas harus dilakukan. Pendekatan dengan konsumen dapat mengetahui perilaku dan faktor yang mempengaruhi persepsi dan ekspektasi konsumen berkaitan dengan kualitas pelayanan. Metode Service Quality (SERVQUAL) merupakan metode yang digunakan untuk mengukur kualitas layanan dari setiap atribut dimensi, melalui kuesioner dengan skala likert yang digunakan untuk mengukur kualitas jasa sehingga akan diperoleh nilai gap (kesenjangan) yang merupakam selisih antara persepsi konsumen harapan atas masing-masing dimensi pelayanan yang telah diterima. Kemudian GAP dari metode SERVQUAL tersebut diolah dengan menggunakan metode Importance Performance Analysis (IPA) untuk mengurutkan prioritas perbaikan kualitas jasa yang akan dilakukan melalui diagram kartesius. Menurut hasil penelitian yang telah penulis lakukan,maka didapatkan urutan prioritas perbaikan atas pelayanan pada atribut 6 (Assurance): Melakukan komunikasi yang efektif dan efisien dengan pelanggan, Atribut 8 (Responsiveness): Kemampuan karyawan untuk cepat tanggap dalam menghadapi masalah yang timbul, Atribut 9 (Responsiveness): Kemampuan karyawan untuk cepat tanggap dalam pengurusan dokumen ekspor dan Atribut 14 (Emphaty): Bertanggung jawab terhadap keamanan dokumen ekspor. Berdasarkan urutan prioritas tersebut, maka dilakukanlah perbaikan dengan menggunakan metode 5W+1H (What, When, Where, Who, Why and How). Kata Kunci : Service Quality, Importance Performance Analysis (IPA), 5W+1H (What, When, Where, Who, Why and How), Perbaikan Kualitas, Jasa.
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