ANALISIS KUALITAS PELAYANAN TERHADAP COSTUMER SATISFACTION DI PT. SPEEDMARK LOGISTIK INDONESIA CAB. BEKASI (HEAD OFFICE) PADA PENGIRIMAN CARGO (TA 13.15.20.16)

Idris, Mohamad Reza Setiawan and Dewi, Nurlaela Kumala and Purnama, Anggi Widya (2020) ANALISIS KUALITAS PELAYANAN TERHADAP COSTUMER SATISFACTION DI PT. SPEEDMARK LOGISTIK INDONESIA CAB. BEKASI (HEAD OFFICE) PADA PENGIRIMAN CARGO (TA 13.15.20.16). Diploma thesis, STIMLOG INDONESIA.

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Abstract

vii ABSTRAK PT. Speedmark Logistik Indonesia adalah perusahan jasa yang bergerak dibidang Freight Forwarder dalam guna membantu kegiatan Ekspor-Impor PT. Speedmark logistik Indonesia harus meningkatkan kualitas pelayanan untuk memenuhi kebutuhan konsumen guna bersaing dengan perusahaan yang bergerak dibidang yang sama. PT Speedmark Logistik Indonesia berupaya menjadi perusahaan jasa transportasi yang dapat memberi solusi seluruh kebutuhan logistic service, dengan menjadikan Speedmark Indonesia sebagai salah satu perusahaan jasa transportasi terpandang dan mendominasi seluruh kebutuhan logistic service skala regional, nasional dan internasional. bukan hanya bertindak sebagai makelar bea cukai, namun juga sebagai forwarder lokal, sebagaimana yang diatur dalam Peraturan Pemerintah Indonesia. Permasalahan di PT. Speedmark Logistik Indonesia Cab. Bekasi (Head Office) adanya penurunan jumlah konsumen pada bulan Juli sampai dengan bulan Desember 2019 yang mengakibatkan kerugian bagi perusahaan. Pada penelitian ini bertujuan untuk mengidentifikasi kepuasan pelanggan atas kualitas pelayanan yang diberikan PT. Speedmark Logistik Indonesia, untuk mengetahui berapa nilai kesenjangan (Gap) antara layanan yang diberikan perusahaan dengan harapan konsumen,untuk mengetahui atribut-atribut kualitas pelayanan apa yang perlu ditingkatkan untuk memenuhi harapan konsumen di PT. Speedmark Logistik Indonesia, pada pengumpulan data didapatkan data hasil dari penyebaran kuesioner terhadap pengguna jasa PT. Speedmark Logistik Indonesia yaitu berjumlah 74 responden dan pada pengolahan data yang didapatkan dari hasil pengumpulan data dilakukan dengan menggunakan metode Service Quality (ServQual) dan Importance Performance Analysis (IPA). Berdasarkan hasil pengolahan data yaitu menyatakan kepuasan pelanggan terhadap pelayanan yang diberikan adalah tidak puas dengan bukti hasil dari kesenjangan (Gap) antara layanan sekarang (persepsi) dan layanan harapan (ekspektasi) yaitu: Tangible (Bukti Fisik) sebesar -1,212, Reliability (Keandalan) sebesar -1,283, Responsiveness (Daya Tanggap) sebesar - 1,148, Assurance (Jaminan) sebesar -1,290, Emphaty (Empati) sebesar -1,132 dan terdapat 5 atribut yang perlu ditingkatkan yaitu: Perlakuan terhadap pelanggan tidak diskriminatif, ketepatan waktu pelayanan sesuai dengan janji yang diberikan, karyawan memiliki kompetensi dan professional dalam melayani, karyawan segera meminta maaf saat terjadi kesalahan, perhatian secara personal oleh karyawan PT. Speedmark Logistik Indonesia. Kata Kunci : Kepuasan Pelanggan, ServQual, Importance Performance Analysis (IPA), Freight Forwarder. viii ABSTRACT PT. Speedmark Logistics Indonesia is a service company engaged in the field of Freight Forwarder in order to help export activities PT. Speedmark Logistics Indonesia should improve the quality of service to meet the needs of consumers to Competing with companies engaged in the same field. PT Speedmark Logistics Indonesia strives to be a transportation service company that can provide solutions to all logistic service needs, by making Speedmark Indonesia as one of the most respected transportation services companies and dominates All the needs of regional, national and international logistic service. Not only acts as a customs broker, but also as a local forwarder, as stipulated in the Indonesian Government regulation. Problems at PT. Speedmark Logistics Indonesia Cab. Bekasi (Head Office) has a decline in the number of consumers in July until December 2019 that resulted in losses for the company. In this research aims to identify customer satisfaction of the quality of service provided by PT. Speedmark Logistics Indonesia, to find out how much value gaps (GAP) between the services provided by the company with the expectation Consumers, to know what quality service attributes need to be improved to meet consumer expectations at PT. Speedmark Logistics Indonesia, in the collection of data obtained results from the dissemination of a questionnaire to the service user PT. Speedmark Logistics Indonesia amounted to 74 respondents and in the processing of data obtained from the results of data collection done using the method of Service Quality (ServQual) and Importance Performance Analysis (IPA). Based on the results of the data processing is expressing customer satisfaction to the service provided is not satisfied with the proof of the outcome of the gap (GAP) between the present service (perception) and service expectations (expectations) are: Tangible (evidence Physical) amounting to-1.212, reliability of-1.283, Responsiveness (responsiveness) of-1.148, Assurance (assurance) of-1.290, Emphaty (empathy) of�1.132 and there are 5 attributes that need to be improved: the treatment of Customer is not discriminatory, timeliness of service in accordance with the promise given, employees have the competence and professional in serving, employees immediately apologize in the event of an error, personal attention by PT employees. Speedmark Logistics Indonesia. Keywords: Customer Satisfaction, ServQual, Importance Performance Analysis (IPA), Freight Forwarder.

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 09:03
Last Modified: 07 Mar 2022 09:03
URI: http://eprint.ulbi.ac.id/id/eprint/182

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