USULAN PENINGKATAN PELAYANAN PENGUJIAN KENDARAAN ANGKUTAN BARANG BERDASARKAN TINGKAT KEPUASAN KONSUMEN DI UPT PKB DISHUB KOTA CIREBON (TA 13.16.20.62)

Muafi, Alwan Naufal and Syafrianita, Syafrianita and Lestiani, Melia Eka (2020) USULAN PENINGKATAN PELAYANAN PENGUJIAN KENDARAAN ANGKUTAN BARANG BERDASARKAN TINGKAT KEPUASAN KONSUMEN DI UPT PKB DISHUB KOTA CIREBON (TA 13.16.20.62). Diploma thesis, STIMLOG INDONESIA.

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Abstract

ABSTRAK USULAN PENINGKATAN PELAYANAN PENGUJIAN KENDARAAN ANGKUTAN BARANG BERDASARKAN TINGKAT KEPUASAN KONSUMEN DI UPT PKB DISHUB KOTA CIREBON Alwan Naufal Muafi 13116069 Program Studi Manajemen Transportasi Logistik Sekolah Tinggi Manajemen Logistik Indonesia Penelitian ini dilatar belakangi oleh adanya keluhan konsumen terhadap pelayanan di UPT PKB Dishub Cirebon yang memberikan dampak yang cukup besar terhadap tingkat kepuasan konsumen. Sehingga penelitian ini bertujuan untuk mencari solusi agar dapat meningkatkan pelayanan dalam pengujian kendaraan bermotor yang berpengaruh pada tingkat kepuasan konsumendi UPT PKB Dishub Kota Cirebon. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan desain analisis regresi serta analisis gap atribut secara evaluatif. Instrumen yang digunakan adalah kuesioner. Hasil penelitian menunjukan bahwa (1)Tanggapan responden tentang Kepuasan Konsumen diperoleh sebesar 2461 dan persentase skor sebesar 70,32%. (2) Berdasarkan analisis regresi diperoleh bahwa diperoleh nilai nilai thitung (11,82) lebih besar dari ttabel (1,977) dan nilai Sig. (0,00) lebih kecil dariα (0,05) maka dapat disimpulkan bahwa H0 ditolak. (3) Berdasarkan hasil analisis regresi serta nilai gap atribut yang diperoleh sebesar -0,23 pada dimensi bukti fisik (tangible), -0,81 pada dimensi keandalan (reliability), -0,47 pada dimensi daya tanggap (responsiveness), -0,57 pada dimensi jaminan (assurance), dan -0,22 untuk dimensi kepedulian (empathy). maka usulan peningkatan pelayanan di UPT PKB Dishub Kota Cirebon berdasarkan tingkat kepuasan konsumen terkait layanan yang perlu ditingkatkan ialah kebersihan peralatan kerja yang digunakan, Kinerja karyawan dalam bekerja secara optimal dan waktu tunggu dalam pelayanan, ketersediaan karyawan dalam melayani konsumen apabila ada komplain, Pengetahuan karyawan tentang seluruh pelayanan yang ada di UPT PKB serta pemahaman karyawan dalam melayani kebutuhan konsumen. Kata Kunci: Pelayanan, Pengujian Kendaraan, Kepuasan Konsumen, Upt Pkb Dishub Kota Cirebon iv ABSTRACT PROPOSALS TO IMPROVE TRANSPORT VEHICLE TESTING SERVICES BASED ON THE LEVEL OF CUSTOMER SATISFACTION IN UPT PKB DISHUB CIREBON CITY TRAVEL AND ROAD TRANSPORT Alwan Naufal Muafi 13116069 Program Study Of Management Transportation Logistics Indonesian College of Logistics Management This research was motivated by the existence of consumer complaints about services at the UPT PKB Dishub Cirebon which gave a large enough impact on the level of customer satisfaction. So this research aims to find a solution in order to improve services in testing motorized vehicles that affect the level of consumer satisfaction at the UPT PKB Cirebon City Transportation Agency. The method used in this research is quantitative method with regression analysis design and evaluative attribute gap analysis. The instrument used was a questionnaire. The results showed that (1) the respondent's response to consumer satisfaction was 2461 and the percentage score was 70.32%. (2) Based on the regression analysis, it was found that the value of t count (11.82) was greater than t table (1.977) and the value of Sig. (0.00) is smaller than α (0.05), it can be concluded that H0 is rejected. (3) Based on the results of the regression analysis and the attribute gap value obtained is -0.23 in the tangible dimension, -0.81 in the reliability dimension, -0.47 in the responsiveness dimension, - 0.57 for the dimension of assurance (assurance), and -0.22 for the dimension of care (empathy). then the proposed service improvement at the UPT PKB Dishub Cirebon City is based on the level of customer satisfaction related to services that need to be improved, namely the cleanliness of work equipment used, employee performance in optimal work and waiting time in service, availability of employees in serving consumers if there are complaints, Employee knowledge about all existing services in UPT PKB as well as employee understanding in serving consumer needs. Keywords: Service, Vehicle Testing, Customer Satisfaction, Upt Pkb Dishub Cirebon City

Item Type: Thesis (Diploma)
Subjects: H Social Sciences > HE Transportation and Communications
Depositing User: Unnamed user with email [email protected]
Date Deposited: 23 Feb 2022 07:45
Last Modified: 23 Feb 2022 07:45
URI: http://eprint.ulbi.ac.id/id/eprint/94

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