AMBARI, AMBARI (2022) IMPLEMENTASI SERVICE QUALITY PADA PERUSAHAAN JASA TRANSPORTASI UMUM DENGAN PENDEKATAN ANALYTICAL HIERARCHY PROCESS (AHP). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Sebagai salah satu pelaku usaha dalam dunia bisnis transportasi, PO. Murni Jaya sudah seharusnya selalu berupaya dalam menyediakan pelayanan yang berkualitas dan mampu memberikan kepuasan pelanggan. Salah satu upaya tersebut adalah dengan menerapkan Total Quality Service (TQS). Penelitian ini bertujuan untuk mengetahui penerapan TQS yang berlangsung pada PO. Murni Jaya serta memilih dimensi Serqual dan alternatif TQS yang diprioritaskan dalam upaya meningkatkan kualitas pelayanan di bidang transoprtasi, khusunya PO. Murrni Jaya. Penelitian ini menggunakan metode Analytical Hierarchy Process (AHP), dan alat bantu analisis Microsoft Office Excel 2010. Populasi dalam penelitian ini adalah seluruh divisi PO. Murni Jaya yang sesuai dengan karakteristik berdasarkan pendekatan AHP. Penentuan tersebut menggunakan Judgement Sampling, sedangkan instrumen penelitian berupa kuesioner, wawancara, dan lembar pengamatan. Hasil Penelitian ini menunjukan bahwa kriteria prioritas yang dijadikan bahan pertimbangan yaitu assurance dengan bobot sebesar 0,3034. Sedangkan alternatif prioritas yang dapat dijadikan bahan pertimbangan yaitu Kondisi Kendaraan (KK) dengan bobot nilai sebesar 0,2059. Maksudnya ialah, assurance dan Kondisi Kendaraan merupakan kriteria dan alternatif terbaik yang dapat dipertimbangkan guna meningkatkan kualitas pelayanan jasa transportasi, khususnya pada PO. Murni Jaya.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | As one of the business actors in the world transportation business, PO. Murni Jaya should always strive to provide quality services and be able to provide customer satisfaction. One of the these efforts is to implement a Total Quality Service. This study aims to determine the application of TQS that takes place at the PO. Murni Jaya, as well as choosing Serqual dimensions and TQS alternatives that are prioritized in an effort to improve service quality at PO. Murrni Jaya. This study uses the Analytical Hierarchy Process (AHP) method and analysis tools of Microsoft Office Excel 2010. The population in this study were all divisions in PO. Murni Jaya according to the characteristics based on the AHP approach. This determination uses Judgment Sampling, while the research instrument is a questionnaire, interview guide, and observation sheet. The results of this study indicate that the priority criteria that are taken into consideration are assurance with a weight of 0.3034. While the priority alternative that can be taken into consideration is Vehicle Condition (KK) with a weighting value of 0.2059. The point is, assurance and the condition of the vehicle is the best criteria and alternatives that can be considered in order to improve the quality of transportation services, especially in PO. Murni Jaya. Keywords: Service Quality, Total Quality Service, Transportation, Analytical Hierarchy Process | |||||||||
| Uncontrolled Keywords: | Kata kunci : Kualitas Pelayanan, Total Quality Service, Transportasi, Analytical Hierarchy Process | |||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | |||||||||
| Divisions: | 05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > 61201-Program Sarjana Manajemen |
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| Depositing User: | Perpustakaan Pusat | |||||||||
| Date Deposited: | 14 Jul 2022 14:07 | |||||||||
| Last Modified: | 14 Jul 2022 14:07 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/14493 |
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