SUGIYANTO, DIDIK AHMAT (2019) ANALISIS KUALITAS PELAYANAN JASA SERVICE ALAT BERAT DENGAN METODE SERVQUAL DAN QFD (Studi Kasus di PT. Kasana Teknindo Gemilang). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
PT. Kasana Teknindo Gemilang is a distributor and service provider of heavy equipment services in Indonesia. The large number of industrial demand for using heavy equipment in their business activities and the growing population of heavy equipment, causing business competition in the service of heavy equipment services is increasing. In facing this competition, PT. Kasana Teknindo Gemilang does a variety of ways to market its services and minimize customer complaints. Percentage of customer complaint data on PT. Kasana Teknindo Gemilang from january from june has increased. Research on service quality services needs to be done to determine the level of service quality and improvement efforts in order to maintain customers. This study uses the servqual method to determine the level of service quality and uses the QFD method to determine the priority of improvements in accordance with customer desires to improve service quality. The results of the study using the servqual method obtained 3.54 service performance levels and 4.53 customer expectation levels. There is a gap of -0.96 which indicates that the customer is not satisfied with the services provided. The results using QFD method obtained priority improvement with a level of importance of 12.8%, namely grouping fast-moving, middlemoving and slow-moving parts and 11.7% importance level, namely strengthening the spare parts brand and calculation of parts inventory procurement. The order of priority for improvement is a guideline for improving the quality of PT. Kasana Teknindo Gemilang. Keywords: Servqual, QFD, Service, Customers PT. Kasana Teknindo Gemilang merupakan distributor dan penyedia layanan jasa service alat berat di Indonesia. Banyaknya pemintaan industri menggunakan alat berat dalam kegiatan usaha mereka dan populasi alat berat yang semakin bertambah, menyebabkan persaingan bisnis dalam layanan jasa service alat berat semakin bertambah. Dalam menghadapi persaingan tersebut, maka PT. Kasana Teknindo Gemilang melakukan berbagai cara dalam memasarkan layanan jasanya dan meminimalkan keluhan pelanggan. Prosentase data keluhan pelanggan pada PT. Kasana Teknindo Gemilang dari bulan januari sampai bulan juni mengalami kenaikan. Penelitian terhadap kualitas pelayanan jasa service perlu dilakukan untuk mengetahui tingkat kualitas service dan upaya perbaikan demi menjaga pelanggan. Penelitian ini menggunakan metode servqual untuk mengetahui tingkat kualitas jasa dan menggunakan metode QFD untuk menentukan prioritas perbaikan yang sesuai dengan keinginan pelanggan demi meningkatkan kualitas jasa service. Hasil dari penelitian menggunakan metode servqual didapat tingkat kinerja service 3.54 dan tingkat harapan pelanggan 4.53. Terdapat gap sebesar -0.96 yang menandakan pelanggan belum puas terhadap layanan service yang diberikan. Hasil menggunakan metode QFD didapat prioritas perbaikan dengan tingkat kepentingan sebesar 12.8 % yaitu Pengelompokkan part fast-moving, middle-moving dan slow-moving dan tingkat kepentingan 11.7 % yaitu memperkuat brand suku cadang dan perhitungan pengadaan persediaan part. Urutan prioritas perbaikan menjadi pedoman dalam meningkatkan kualitas jasa service PT. Kasana Teknindo Gemilang. Kata Kunci: Servqual, QFD, Service, Pelanggan
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