ANALISIS KUALITAS PELAYANAN PENGIRIMAN BARANG MENGGUNAKAN METODE IMPORTANCEPERFORMANCE ANALYSIS (IPA) DAN HOUSE OF QUALITY (HOQ) STUDI KASUS : EKSPEDISI MUATAN PESAWAT UDARA (EMPU) ANGKASA PURA LOGISTIK YOGYAKARTA (TA 13.15.20.10)

Arief, Muhammad Prima and Lestiani, Melia Eka and Purnama, Anggi Widya (2020) ANALISIS KUALITAS PELAYANAN PENGIRIMAN BARANG MENGGUNAKAN METODE IMPORTANCEPERFORMANCE ANALYSIS (IPA) DAN HOUSE OF QUALITY (HOQ) STUDI KASUS : EKSPEDISI MUATAN PESAWAT UDARA (EMPU) ANGKASA PURA LOGISTIK YOGYAKARTA (TA 13.15.20.10). Diploma thesis, STIMLOG INDONESIA.

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Abstract

vii Abstrak PT. Angkasa Pura Logistik (Persero) adalah sebuah perusahaan Badan Usaha Milik Negara (BUMN) yang memberikan pelayanan lalu lintas udara dan bisnis bandar udara di Indonesia yang menitikberatkan pelayanan pada kawasan Indonesia bagian tengah dan kawasan Indonesia bagian timur. PT. Angkasa Pura Logistik berkomitmen untuk mengimplementasikan Good Corporate Govermance secara konsisten. Oleh karena itu, untuk menjadi perusahaan yang kompetitif, PT. Angkasa Pura Logistik harus memenuhi sejumlah kriteria, salah satu kriteria adalah kepuasan pengguna jasa pengiriman barang mengenai pelayanan kargo yang bersifat dinamis yang sangat dipengaruhi oleh kemajuan�kemajuan yang diraih dalam teknologi telekomunikasi dan teknologi informasi. Pengumpulan data dilakukan metode wawancara dan penyebaran kuesioner langsung kepada pelanggan. Rumusan pada penelitian ini adalah bagaimana tingkat kepuasan pelanggan di EMPU PT. Angkasa Pura Logistik Yogyakarta terhadap pelayanan pengiriman yang telah diberikan kepada pelanggan, atribut kualitas pelayanan apa yang paling dominan terhadap kepuasan pelanggan pada perusahaan jasa pengiriman EMPU PT. Angkasa Pura Logistik Yogyakarta, dan bagaimana usulan untuk peningkatan kualitas pelayanan pengiriman di EMPU PT. Angkasa Pura Logistik Yogyakarta yang sesuai dengan kebutuhan dan keinginan pelanggan. Tujuan pada penelitian ini adalah untuk mengetahui tingkat kepuasan pelanggan di EMPU PT. Angkasa Pura Logistik Yogyakarta terhadap pelayanan pengiriman yang telah diberikan kepada pelanggan, untuk mengetahui atribut kualitas pelayanan yang paling dominan terhadap kepuasan pelanggan pada pengiriman di EMPU PT. Angkasa Pura Logistik Yogyakarta, dan untuk menentukan usulan peningkatan kualitas pelayanan pengiriman di EMPU PT. Angkasa Pura Logistik Yogyakarta yang sesuai dengan kebutuhan dan keinginan pelanggan. Pengolahan data dilakukan dengan menggunakan metode integrasi konsep ServQual IPA yang kemudian dimasukkan ke dalam Quality Function Deployment (QFD) untuk membuat perancangan pelayanan yang akan dilakukan oleh EMPU PT. Angkasa Pura Logistik Yogyakarta. Berdasarkan hasil pengolahan data perancangan pelayanan ada 5 (lima) atribut dari 25 (dua puluh lima) keinginan dan harapan pelanggan. Kata Kunci: Kepuasan Pelanggan, ServQual, Importance Performance Analysis (IPA), Quality Function Deployment (QFD). viii Abstrak PT. Angkasa Pura Logistik (Persero) is a state-owned company (BUMN) that provides air traffic services and airport business in Indonesia which focuses on services in the central part of Indonesia and the eastern part of Indonesia. PT. Angkasa Pura Logistik is committed to implementing Good Corporate Governance consistently. Therefore, to become a competitive company, PT. Angkasa Pura Logistik must meet a number of criteria, one of the criteria is the satisfaction of users of freight forwarding services regarding dynamic cargo services that strongly support the advances made in telecommunications and information technology. The data were collected by using interview methods and distributing questionnaires directly to customers. The formulation in this study is how the level of customer satisfaction at EMPU PT. Angkasa Pura Logistik Yogyakarta on the delivery services that have been provided to customers, what service quality attributes are the most dominant in customer satisfaction at the delivery service company EMPU PT. Angkasa Pura Logistik Yogyakarta, and how to improve the quality of delivery services at EMPU PT. Angkasa Pura Logistik Yogyakarta according to customer needs and desires. The purpose of this study was to determine the level of customer satisfaction at EMPU PT. Angkasa Pura Logistik Yogyakarta on the delivery services that have been provided to customers, to see the quality of service that is most dominant in customer satisfaction on delivery at EMPU PT. Angkasa Pura Logistik Yogyakarta, and to determine the increase in the quality of delivery services at EMPU PT. Angkasa Pura Logistik Yogyakarta according to customer needs and desires. Data processing was carried out using the ServQual IPA Integration method which was then included in the Quality Function Deployment (QFD) to design services to be carried out by EMPU PT. Angkasa Pura Logistik Yogyakarta. Based on the results of service design data processing, there are 5 (five) attributes of 25 (twenty five) customer wants and expectations. Keywords: Customer Satisfaction, ServQual, Importance Performance Analysis (IPA), Quality Function Deployment (QFD).

Item Type: Thesis (Diploma)
Subjects: H Social Sciences > HE Transportation and Communications
Depositing User: Unnamed user with email [email protected]
Date Deposited: 07 Mar 2022 09:13
Last Modified: 07 Mar 2022 09:13
URI: http://eprint.ulbi.ac.id/id/eprint/184

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