ANISA, ZAHRA (2024) ANALISIS KUALITAS LAYANAN TERHADAP PENINGKATAN KEPUASAN PELANGGAN JASA PENGIRIMAN PADA JNE DENGAN MENGGUNAKAN METODE LOGISTIC SERVICE QUALITY DAN AHP. S1 thesis, Universitas Mercu Buana Jakarta.
|
Text (HAL COVER)
01 COVER.pdf Download (388kB) | Preview |
|
|
Text (ABSTRAK)
02 ABSTRAK.pdf Download (85kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
03 BAB 1.pdf Restricted to Registered users only Download (247kB) |
|
|
Text (BAB II)
04 BAB 2.pdf Restricted to Registered users only Download (300kB) |
|
|
Text (BAB III)
05 BAB 3.pdf Restricted to Registered users only Download (267kB) |
|
|
Text (BAB IV)
06 BAB 4.pdf Restricted to Registered users only Download (639kB) |
|
|
Text (BAB V)
07 BAB 5.pdf Restricted to Registered users only Download (84kB) |
|
|
Text (DAFTAR PUSTAKA)
08 DAFTAR PUSTAKA.pdf Restricted to Registered users only Download (193kB) |
|
|
Text (LAMPIRAN)
09 LAMPIRAN.pdf Restricted to Registered users only Download (588kB) |
Abstract
JNE is the largest shipping service company in Indonesia, one of the companies that has many complaints form customers. Complaints obtained include complaints that delivery is not in accordance with the promised time, lots packages, no updated information about the location of goods, damaged packages. This study has the aim of identifying cutomer satisfaction factors, and providing suggestions for improving service quality. This research uses the logistic service quality (LSQ) dan AHP methods on JNE delivery service. Based on the results of 105 customers of JNE delivery service , the LSQ calculation obtained the highest gap value in the timeliness dimension with a value of -0.51, order discrepancy handling with a value of -0.17, quality contact personal with a value of -0.05, and information quality with a value of -0.04. based on the results of the gap obtained indicates that improvements are needed in each dimension, especially in the timeliness dimension. Recommended improvements are optimizing delivery routes using GPS technology, implementing a more sophisticated real-time tracking system, and increasing the training and skills of customer service staff. JNE merupakan perusahaan jasa pengiriman terbesar di Indonesia, salah satu perusahaan yang memiliki banyak keluhan-keluhan dari para pelanggan. keluhan yang didapat antara lain keluahan pengiriman tidak sesuai dengan waktu yang dijanjikan, paket hilang dan rusak, tidak ada informasi terbaru mengenai lokasi barang. Pada penelitian ini memiliki tujuan yaitu mengidentifikasi faktor-faktor kepuasan pelanggan, dan memberikan usulan perbaikan kualitas pelayanan. Pada penelitian ini menggunakan metode Logistic Service Quality (LSQ) dan AHP pada jasa pengiriman JNE. Berdasarkan hasil terhadap 105 pelanggan jasa pengiriman JNE perhitungan LSQ didapatkan nilai gap tertinggi ada apa dimensi timeliness (ketepatan waktu) dengan nilai -0.51, order disrepancy handling (ketidaksesuaian pesanan) dengan nilai -0.17, quality contact personal (kualitas kontak personal) dengan nilai -0.05, dan informasi quality (kualitas informasi) dengan nilai -0.04. berdasarkan hasil gap didapat menandakan bahwa diperlukan perbaikan disetiap dimensi, terutama pada dimensi, terutama pada dimensi timeliness (ketepatan waktu). Usulan perbaikan yang direkomendasikan optimalisasi rute pengiriman menggunakan teknologi GPS, implementasi sistem pelacakan real-time lebih canggih, dan peningkatan pelatihan serta keterampilan staf customer service.
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND. 24 066 |
| NIM/NIDN Creators: | 41620010018 |
| Uncontrolled Keywords: | Jasa pengiriman, LSQ, AHP |
| Subjects: | 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 700 Arts/Seni, Seni Rupa, Kesenian > 750 Painting and Paintings/Seni Lukis dan Lukisan > 758 Other Subjects/Subjel Lainnya > 758.6 Industrial and Technical Subjects/Subjek Industri dan Teknik |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | ANANDA NADIRA PUTRI |
| Date Deposited: | 04 Sep 2024 03:30 |
| Last Modified: | 04 Sep 2024 03:30 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/91162 |
Actions (login required)
 |
View Item |
