YATMA, WAHYU ADHI (2021) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA MITRA MIKRO TRANSPORTASI DI DEPOK (STUDI KASUS PT APLIKASI KARYA ANAK BANGSA) PASCA PANDEMI COVID-19. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This research are takes the title "Integration of Forecasting in the Supply Chain of Japanese Automotive Components in Indonesia with the Application of Classic and Regression Models" with the aim of research is designing forecasting models and improving forecast accuracy in the implementation of the supply chain business process. As we know the need of spark plugs as a replacement component has a potential demand, especially for a Company from Japan which establish in the last 40 year ago as manufacture of spark plugs in Indonesia. Sales forecast of spark plugs that develop by Company for aftermarket class has big error. It makes a question ‘how to improve the accuracy of forecasting spark plugs in the aftermarket class to reduce losses in the supply chain process’, such as loss due to inventory, production and transportation. In this study, it was found that using ARIMA and MLR methods could increase level of accuracy than current forecasting method by Company. It was found that the increment in forecasting accuracy by using ARIMA and MLR was able to reduce operational costs up to 25.05% per year in overtime costs and 40.21% per year in finished goods inventory costs. In addition, reducing the cost of shipping materials by 24.90% per year, and reducing inventory costs on Suppliers by 25.74% per year. Keywords: forecasting, ARIMA, MLR, inventory, supply chain. Adanya covid-19 membawa perubahan apapun didunia ini. Semua industri yang ada disekitar kita mengalami dampak yang cukup signifikan. Banyak industri yang akhirnya menutup perusahaan atau pemecatan karyawannya dikarenakan kerugian yang melanda akibat penyebaran virus covid-19. Menjaga jarak dan tidak keluar rumah jika tidak penting merupakan solusi pemutusan rantai penyebaran covid-19 yang telah banyak menelan korban jiwa di seluruh dunia termasuk di Indonesia. Namun peraturan seperti itu menjadi kerugian besar terhadap transportasi online khususnya motorcycle taxy atau yang sering disebut ojek online. Menjaga jarak bagi ojek tidaklah mudah karena kesehariannya memang berhadapan langsung dengan konsumen. Ancaman penularan virus covid-19 tidak dihindarkan dengan himbauan kebersihan dan pemakaian masker dilakukan pada saat virus covid-19 masuk ke Indonesia hingga diberlakukannya Pembatasan Sosial Berskala Besar (PSBB) sejenis dengan Lock Down tapi masih ada aktivitas ekonomi dengan persyaratan tertentu. Dengan data yang dihasilkan kualitas layanan berpengaruh ke kepuasan pelanggan berpengaruh positif 0.673 dan kualitas layanan berpengaruh ke loyalitas pelanggan berpengaruh positif 0.524. Dengan nilai rata - rata kualitas pelayanan Reliability dengan nilai 4.23 (84.6%), kemudian Tangible 4.12 (82.4%), Responsiveness 4.01 (80.2%), Assurance 3.96 (79.2%), Empathy 3.83 (76.6%). Kata Kunci: SEM-PLS, Kualitas Layanan, Kepuasan Pelanggan, Loyalitas Pelanggan, Transportasi Online, Motorcycle Taxi, Covid-19
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