PENINGKATAN LAYANAN PELANGGAN JASA LOGISTIK MENGGUNAKAN PENDEKATAN INTEGRASI LSQ, MODEL KANO dan QFD (Studi Kasus Perusahaan Jasa Logistik Pada Era New Normal)

RAMLI, RAMLI (2022) PENINGKATAN LAYANAN PELANGGAN JASA LOGISTIK MENGGUNAKAN PENDEKATAN INTEGRASI LSQ, MODEL KANO dan QFD (Studi Kasus Perusahaan Jasa Logistik Pada Era New Normal). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

The purpose of this study is to find the causes of customer dissatisfaction and its implications for logistics service provider (LSP) operations management by improving the quality of customer service. Case studies of qualitative and quantitative methods. Delphi method expert validation. Questionnaires were distributed to a limited sample of 50 PLB customers using the google form application and semi-structured interviews to deepen information related to site observations. The 5-dimensional service quality (SERVQUA) approach was validated with correlation and Cronbach's alpha on 45 completed and 40 completed questionnaires were used as primary data. The results of 33 valid attributes and significant GAP analysis for 30 negative attributes mean low performance on customer satisfaction. Contribution of satisfaction level: reliability, assurance, tangibles, responsiveness and empathy. The lowest empathy performance becomes a priority for improving the quality of employees. Six attributes with important performance analysis (IPA) were identified as voice of customer (VOC). QFD evaluation for improving the quality of customer service is the most important professional performance as an added value for the logistics process and the lowest is the fast response from the customer service team. Highest technical requirements: cycle time and lowest stock out. The technical implications of the SERVQUAL and QFD approaches can be used to increase customer satisfaction through improving the quality of human resources and procurement management. This research is limited to a case study of supply chain management of a PLB logistics service company on Jl. Raya Cakung Cilincing during the covid-19 pandemic. Tujuan penelitian ini mencari sebab-sebab ketidakpuasan pelanggan dan implikasinya pada manajemen operasi logistics service provider (LSP) dengan meningkatkan kualitas layanan pelanggan. Studi kasus metode kualitatif dan kuantitatif. Validasi pakar metode Delphi. Kuesioner disebar pada sampel terbatas 50 pelanggan PLB menggunakan aplikasi google form dan wawancara semi struktur untuk pendalaman informasi terkait dengan observasi ke lokasi. Pendekatan service quality (SERVQUA) 5 dimensi di validasi dengan korelasi dan alpha Cronbach pada 45 kuesioner yang diisi dan 40 lengkap digunakan sebagai data primer. Hasil 33 atribut valid dan analisis GAP signifikan untuk 30 atribut negatif artinya kinerja rendah terhadap kepuasan pelanggan. Kontribusi tingkat kepuasan: reliability, assurance, tangibles, responsiveness dan empathy. Kinerja empathy terendah menjadi prioritas peningkatan kualitas pegawai. Enam atribut dengan important performance analysis (IPA) teridentifikasi sebagai voice of customer (VOC). Evaluasi QFD untuk peningkatan kualitas layanan pelanggan terpenting adalah kinerja professional sebagai nilai tambah bagi proses logistik dan paling rendah adalah respon cepat dari tim layanan pelanggan. Persyaratan teknis tertinggi: cycle time dan terendah stock out. Implikasi teknis pendekatan SERVQUAL dan QFD dapat digunakan untuk peningkatan kepuasan pelanggan melalui peningkatan kualitas sumberdaya manusia dan manajemen pengadaan barang. Penelitian ini terbatas pada studi kasus manajemen rantai pasok perusahaan jasa logistik layanan PLB di Jl. Raya Cakung Cilincing pada masa pandemi covid-19.

Item Type:	Thesis (S2)
NIM/NIDN Creators:	55318120007
Uncontrolled Keywords:	IPA, Kano, PLB, QFD, SERVQUAL
Subjects:	600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik
Divisions:	Pascasarjana > Magister Teknik Industri
Depositing User:	Priyo Raharjo
Date Deposited:	30 Mar 2022 03:50
Last Modified:	30 Mar 2022 03:50
URI:	http://repository.mercubuana.ac.id/id/eprint/59070

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