RAMADHAN ISMAIL, AHMAD (2025) ANALISIS KESALAHAN SORTIR PADA DIVISI OUTGOING SPP BANDUNG 40400 DENGAN PENDEKATAN WHY ANALYSIS. (TA.8.25.009). Diploma thesis, UNIVERSITAS LOGISTIK DAN BISNIS INTERNASIONAL.
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ABSTRAK Ritonga, Habib, Amarullah. 2025. Pengaruh Kualitas Logistics Service Quality (LSQ) Terhadap Kepuasan Client Di PT Shippindo Teknologi Logistik (Shipper) A2 Legok. Tugas Akhir, Program Studi DIII Administrasi Logistik Universitas Logistik Dan Bisnis Internasional, Bandung. Pembimbing: Gayuh Minang Latih, S.T., MBA. Dr.Ali Muhamad Reza, S.T., M.M. PT Shippindo Teknologi Logistik (Shipper) adalah salah satu perusahaan logistik di Indonesia yang menyediakan jasa pengiriman barang serta sewa gudang terpercaya. Selain itu Shipper menyediakan platform agregator untuk membandingkan tarif dan memesan pengiriman dari berbagai ekspedisi, serta layanan smart warehouse yang terintegrasi dengan e-commerce untuk penyimpanan, pengepakan, dan distribusi barang. Dalam kegiatan operasionalnya PT Shippindo Teknologi Logistik (Shipper) A2 Legok mengalami kerusakan barang selama proses outbound, mulai dari picking, packing, hingga hand over. Hal ini berdampak pada kerugian materi dan menurunkan kepuasan pelanggan. Berdasarkan data pada bulan Februari-April 2025 menunjukkan rata-rata kerusakan mencapai 1,42%, yang menandakan kurang optimalnya penanganan barang di gudang PT Shippindo Teknologi Logistik (Shipper). Penelitian ini dilakukan bertujuan untuk menganalisis dan memperbaiki faktor penyebab terjadinya kerusakan barang yang terjadi pada divisi Outbound. Metode yang digunakan pada penelitian ini yaitu Logistic Service Quality (LSQ) yang digunakan untuk menilai dan meningkatkan kualitas layanan logistik perusahaan. Faktor-faktor utama yang memengaruhi kepuasan adalah keandalan, ketepatan waktu, akurasi, dan kualitas penanganan barang. Berdasarkan hasil analisis yang dilakukan menggunakan Logistics Service Quality (LSQ) dengan teknik pengolahan data Partial Least Square-Structural Equation Model (PLS-SEM) terbukti mampu meningkatkan kepuasan client, sehingga perusahaan perlu menjaga dan memperbaiki faktor-faktor tersebut untuk mendukung keberlanjutan dan daya saing bisnis. Kata kunci: Logistics Service Quality (LSQ), Loyalitas Pelanggan, Kepuasan Pelanggan, PLS-SEM. vi Universitas Logistik & Bisnis Internasional ABSTRACT Ritonga, Habib, Amarullah. 2025. The Influence of Logistics Service Quality (LSQ) on Client Satisfaction at PT Shippindo Teknologi Logistik (Shipper) A2 Legok. Final Project, Diploma 3 Program in Logistics Administration, Universal Logistics and International Business, Bandung. Supervisor: Gayuh Minang Latih, S.T., MBA. Dr. Ali Muhamad Reza, S.T., M.M PT Shippindo Teknologi Logistik (Shipper) is a logistics company in Indonesia that provides reliable shipping and warehousing services. Shipper also offers an aggregator platform to compare rates and book shipments from various couriers, along with a smart warehouse service that integrates with e-commerce for storage, packing, and distribution of goods. In its operations, PT Shippindo Teknologi Logistik (Shipper) A2 Legok has experienced damaged goods during the outbound process, from picking and packing to hand-over. This has resulted in financial losses and a decrease in customer satisfaction. Data from February to April 2025 shows an average damage rate of 1.42%, indicating that the handling of goods at PT Shippindo Teknologi Logistik (Shipper)'s warehouse is not optimal. This research was conducted to analyze and improve the factors causing goods damage in the Outbound division. The method used in this study is Logistic Service Quality (LSQ), which is utilized to assess and enhance a company's logistics service quality. The main factors influencing satisfaction are reliability, timeliness, accuracy, and quality of goods handling. Based on the analysis using the Logistic Service Quality (LSQ) method with Partial Least Square-Structural Equation Model (PLS-SEM) data processing, it was proven to be able to increase client satisfaction. Therefore, the company needs to maintain and improve these factors to support business sustainability and competitiveness. Keywords: Logistics Service Quality (LSQ), Customer Loyalty, Customer Statisfaction, PLS-SEM.
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor |
| Divisions: | Sekolah Vokasi > Administrasi Logistik D3 |
| Depositing User: | PKL Sepuluh Sepuluh |
| Date Deposited: | 17 Jun 2026 07:36 |
| Last Modified: | 17 Jun 2026 07:36 |
| URI: | http://eprints.ulbi.ac.id/id/eprint/3931 |
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