EVALUASI KUALITAS PELAYANAN PADA JASA FREIGHT FORWARDING DENGAN MEMPERTIMBANGKAN PERSEPSI KONSUMEN MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (Studi Kasus PT. BX Jakarta)

INNISA, DEANA ROHALI (2024) EVALUASI KUALITAS PELAYANAN PADA JASA FREIGHT FORWARDING DENGAN MEMPERTIMBANGKAN PERSEPSI KONSUMEN MENGGUNAKAN METODE SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (Studi Kasus PT. BX Jakarta). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study is motivated by the decline in the volume of imported cargo and the number of customers during the 2020-2022 period, which contradicts the Ministry of Trade data showing an increase in imports during the same period. Although efforts to reduce prices have been made, complaints related to service quality persist, accompanied by a decrease in the number of customers and cargo volume. This research uses descriptive statistical methods with ServQual and Importance Performance Analysis approaches. The questionnaire was prepared based on five ServQual dimensions (Tangible, Reliability, Responsiveness, Assurance, Empathy) with 25 indicators and distributed to 31 customers to measure the level of performance and expectations using an ordinal scale. After being tested for validity and reliability, the questionnaire results were used to calculate the ServQual gap value and map the service attributes on Importance Performance Analysis. The results showed a negative gap in all ServQual dimensions, with the Reliability dimension having the highest gap (-1.54) and the lowest Empathy dimension (-0.58). On Importance Performance Analysis, seven indicators were identified as priorities for improvement in quadrant I, including adequate parking, sufficient number of staff, simple service procedures, staff ability to provide explanations, staff ability to handle problems, responsiveness in processing complaints, and providing correct answers to customers. Keywords: ServQual, Service Quality, Importance Performance Analysis Penelitian ini dilatarbelakangi oleh penurunan volume kargo impor dan jumlah pelanggan selama periode 2020-2022, yang bertolak belakang dengan data Kemendagri yang menunjukkan peningkatan impor pada periode yang sama. Meskipun upaya penurunan harga telah dilakukan, keluhan terkait kualitas pelayanan tetap ada, disertai penurunan jumlah pelanggan dan volume kargo. Penelitian ini menggunakan metode statistik deskriptif dengan pendekatan ServQual dan Importance Performance Analysis. Kuesioner disusun berdasarkan lima dimensi ServQual (Tangible, Reliability, Responsiveness, Assurance, Empathy) dengan 25 indikator dan disebar kepada 31 pelanggan untuk mengukur tingkat kinerja dan harapan menggunakan skala ordinal. Setelah diuji validitas dan reliabilitas, hasil kuesioner digunakan untuk menghitung nilai gap ServQual dan memetakan atribut pelayanan pada Importance Performance Analysis. Hasil penelitian menunjukkan adanya gap negatif pada semua dimensi ServQual, dengan dimensi Reliability memiliki gap tertinggi (-1,54) dan dimensi Empathy terendah (-0,58). Pada Importance Performance Analysis, tujuh indikator diidentifikasi sebagai prioritas perbaikan di kuadran I, termasuk lahan parkir yang memadai, jumlah staff yang cukup, prosedur pelayanan yang sederhana, kemampuan staff dalam memberikan penjelasan, kemampuan staff dalam menangani masalah, ketanggapan dalam memproses keluhan, dan memberikan jawaban yang benar kepada pelanggan. Keywords: ServQual, Kualitas Pelayanan, Importance Performance Analysis

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 24 394
NIM/NIDN Creators: 43120110069
Uncontrolled Keywords: ServQual, Kualitas Pelayanan, Importance Performance Analysis
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika > 004.2 Systems Analysis and Computer Design, Computer Architecture, Computer Performance Evaluation/Sistem Analis dan Desain Komputer, Arsitektur Komputer, Evaluasi Daya Guna dan Performa Komputer > 004.24 Computer Performance Evaluation/Evaluasi Daya Guna dan Performa Komputer
200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: khalimah
Date Deposited: 04 Oct 2024 08:49
Last Modified: 04 Oct 2024 08:49
URI: http://repository.mercubuana.ac.id/id/eprint/92184

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