HAPSARI, GALUH TRI (2023) PERBAIKAN KUALITAS LAYANAN DENGAN METODE FUZZY-SERVQUAL DAN POTENTIAL GAIN IN CUSTOMER VALUE (Studi Kasus: PT Dea Abadi di Surakarta). Other thesis, UPN "Veteran" Yogyajarta.
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Abstract
xiv
ABSTRAK
Persaingan yang ketat antara jasa ekspedisi berdampak pada kemampuan
perusahaan untuk mengelola perusahaan. PT Dea Abadi merasa perlu berupaya untuk
meningkatkan performa perusahaan dalam rangka mengatasi persaingan dan tantangan
agar kualitas perusahaan serta pelanggan semakin meningkat. Pelayanan menjadi aspek
yang sangat dekat dengan kepuasan pelanggan, karena aspek pelayanan merupakan hal
yang paling mudah dirasakan dan setiap melakukan kegiatan pengiriman barang akan
selalu berhadapan dengan aspek-aspek pelayanan.
Demi meningkatkan kepuasan pelanggan di tengah banyaknya perusahaan pesaing,
maka dibutuhkan penelitian untuk melakukan perbaikan terhadap kualitas pelayanan dari
PT Dea Abadi. Penelitian ini dilakukan dengan menggunakan dua metode, yakni Fuzzy-
Service Quality (SERVQUAL) dan Metode Potential Gain In Customer Value (PGCV).
Metode SERVQUAL berguna untuk menganalisa kepuasan pelanggan berdasarkan
dimensi kualitas pelayanan. Konsep Fuzzy pada metode SERVQUAL bertujuan untuk
menghubungkan ketidakpastian atas penilaian responden pada kuesioner yang bersifat
subyektif menjadi lebih objektif. Sedangkan metode PGCV digunakan untuk menentukan
prioritas perbaikan.
Perbaikan kualitas layanan pada PT Dea Abadi dengan menggunakan metode
fuzzy-servqual dan potential gain in customer value dilakukan pada 12 atribut pelayanan
yang mempunyai nilai gap negatif atau belum memuaskan pelanggan. Perbaikan kualitas
layanan mengacu pada Sistem Manajemen Mutu ISO 9001:2015 dan disesuaikan dengan
kondisi pada lapangan. Inisiatif staf pada saat pelanggan mengalami masalah terkait
pengiriman barang, kemampuan dalam mengatasi aduan masalah, cepat tanggap terhadap
keluhan pelanggan, dan kesigapan dalam menganggapi pertanyaan diatasi dengan pelatihan
staf karyawan. Fasilitas perusahaan diatasi dengan pengaturan lahan parkir. Keramaian
ruangan diatasi dengan pemasangan peredam. Ketersediaan petugas keamanan diatasi
dengan perbaikan organisasi, seperti penambahan staf keamanan. Kemudahan dalam
pembayaran diatasi dengan melengkapi metode pembayaran, seperti kartu debit dan QRIS.
Kapasitas ruang tunggu diatasi dengan penambahan operator pada meja pengemasan agar
proses lebih cepat dan ruang tunggu dapat lebih available.
Kata kunci: Kepuasan, Fuzzy, Servqual, PGCV, Prioritas
xv
ABSTRACT
Intense competition between shipping services has an impact on the company's
ability to manage the company. PT Dea Abadi feels the need to make efforts to improve the
company's performance in order to overcome competition and challenges so that the
quality of the company and its customers is increasing. Service is an aspect that is very
close to customer satisfaction, because the service aspect is the easiest thing to feel and
every time you carry out goods delivery activities you will always be faced with service
aspects.
In order to increase customer satisfaction amidst the many competing companies,
research is needed to improve the service quality of PT Dea Abadi. This research was
conducted using two methods, namely the Fuzzy-Service Quality (SERVQUAL) and the
Potential Gain In Customer Value (PGCV) Method. The SERVQUAL method is useful for
analyzing customer satisfaction based on the dimensions of service quality. The fuzzy
concept of the SERVQUAL method aims to link the uncertainty over the subjective
assessment of respondents to a more objective questionnaire. While the PGCV method is
used to determine priority improvements.
Improvement of service quality at PT Dea Abadi using the fuzzy-servqual method
and potential gain in customer value is carried out on 12 service attributes that have
negative gap values or have not satisfied customers. Service quality improvement refers to
the ISO 9001: 2015 Quality Management System and is adapted to conditions in the field.
Staff initiative when customers experience problems related to delivery of goods, the ability
to resolve complaints, respond quickly to customer complaints, and alertness in responding
to questions is overcome by employee staff training. Company facilities are handled by
arranging parking lots. The crowd of the room is overcome by installing dampers. The
availability of security personnel is addressed by organizational improvements, such as
adding security staff. Ease of payment is overcome by completing payment methods, such
as debit cards and QRIS. Waiting room capacity is overcome by adding operators to the
packing desk so that the process is faster and the waiting room can be more available.
Keywords: Satisfaction, Fuzzy, Servqual, PGCV, Priority
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Satisfaction, Fuzzy, Servqual, PGCV, Priority |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor |
| Divisions: | Faculty of Engineering, Science and Mathematics > School of Engineering Sciences |
| Depositing User: | Eko Yuli |
| Date Deposited: | 21 Aug 2023 04:17 |
| Last Modified: | 21 Aug 2023 04:17 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/37009 |
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