ARDIANTI, DINA (2015) PENGUKURAN KEPUASAN KONSUMEN DENGAN METODE FUZZY SERVQUAL DAN UPAYA PENINGKATAN KUALITAS LAYANAN JASA LOGISTIK DENGAN METODE QUALITY FUNCTION DEPLOYMENT DI PT.XYZ. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Dalam menghadapi persaingan yang tinggi di bidang usaha jasa logistik, perusahaan penyedia jasa logistik perlu melakukan strategi dalam menjalankan usahanya dengan memperbaiki dan meningkatkan kualitas pelayanannya agar sesuai harapan dan memenuhi kepuasan konsumen. PT.XYZ adalah perusahaan jasa logistik yang meliputi pengelolaan dan penyewaan gudang, pengemasan produk, pelayanan ekspor dan impor, serta transportasi. Untuk meningkatkan kualitas layanannya, PT.XYZ telah melakukan pengukuran kepuasan konsumen, akan tetapi pengukuran ini hanya sebatas evaluasi tanpa adanya strategi perbaikan terhadap kualitas layanannya yang dianggap belum baik oleh konsumen. Oleh karena itu, tujuan penelitian ini adalah mengukur kepuasan konsumen berdasarkan metode Fuzzy Servqual terhadap layanan jasa logistik PT.XYZ, mengetahui atribut-atribut yang perlu diperbaiki berdasarkan metode Importance Performance Analysis terhadap layanan jasa logistik PT.XYZ dan memberikan usulan perbaikan berdasarkan metode Quality Function Deployment untuk meningkatkan kepuasan konsumen jasa logistik PT.XYZ. Metode Fuzzy Servqual digunakan untuk mengukur tingkat kepuasan konsumen berdasarkan gap antara persepsi dengan ekspektasi yang menggabungkan konsep logika fuzzy. Metode Importance Performance Analysis digunakan untuk menentukan prioritas perbaikan berdasarkan kuadran analisis dan metode Quality Function Deployment digunakan untuk merancang usulan perbaikan berdasarkan matriks HoQ. Hasil penelitian ini dari variabel kualitas layanan jasa logistik PT.XYZ yang berjumlah 22 terdapat 3 variabel yang bernilai gap positif dan terdapat 19 variabel yang bernilai gap negatif, atribut-atribut kualitas layanan jasa logistik PT.XYZ yang menjadi prioritas perbaikan terdapat 16 atribut dan usulan perbaikan kualitas layanan berdasarkan hasil dari kuadran IPA terdapat 11 aktivitas-aktivitas yang dapat dilakukan untuk meningkatkan kepuasan konsumen jasa logistik PT.XYZ.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | In the face of high competition in the business of logistics services, logistics service providers need to run their business strategies in improving and enhancing the quality of service to match the expectations and fulfill customer satisfaction. PT.XYZ is a logistics services company which includes the management and rental of warehouses, packaging of products, services exports and imports, as well as transportation. To improve the quality of its services, PT.XYZ has conducted measurements of customer satisfaction, but this measurement is only limited evaluation without any improvement to the quality of its services strategy that has not been well regarded by customer. Therefore, the purpose of this study was to measure customer satisfaction based Fuzzy Servqual against PT.XYZ logistics services, know the attributes that need to be repaired by the method of Importance Performance Analysis against PT.XYZ logistics services and propose improvements based on the method of Quality Function Deployment to improve customer satisfaction PT.XYZ logistics services. Fuzzy Servqual method used to measure the level of customer satisfaction is based on the gap between perception and expectation that combines the concept of fuzzy logic. Importance Performance Analysis is used to determine the priority improvements based on the quadrant analysis and Quality Function Deployment method used to design the proposed improvements based on HOQ matrix. The research results of variable quality logistics services PT.XYZ amounting to 22 are three variables that valuable positive gap and there are 19 variables are worth negative gap, attributes PT.XYZ quality logistics services are a priority improvement and there are 16 attributes the proposed improvements in the quality of service based on output from method of IPA there are 11 activities that can be done to improve customer satisfaction PT.XYZ logistics services. | |||||||||
| Uncontrolled Keywords: | Kata kunci: Kepuasan Konsumen, Fuzzy Servqual, Jasa Logistik, IPA, QFD | |||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor | |||||||||
| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Perpustakaan Pusat | |||||||||
| Date Deposited: | 21 Apr 2022 13:12 | |||||||||
| Last Modified: | 12 Sep 2022 10:07 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/12525 |
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