Yola Anda, Rozza and Nursyaifi, Yulius and Rini, Mulyani (2021) KAJIAN TINGKAT KEPUASAN PELANGGAN BONGKAR MUAT DI PT. PELABUHAN INDONESIA II CABANG SUNDA KELAPA DENGAN METODE SERVQUAL DAN QFD. Masters thesis, Universitas Bung Hatta.
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Abstract
KAJIAN TINGKAT KEPUASAN PELANGGAN BONGKAR MUAT DI PT. PELABUHAN INDONESIA II CABANG SUNDA KELAPA DENGAN METODE SERVQUAL DAN QFD ABSTRAK Seiring dengan laju pertumbuhan ekonomi, sarana dan prasarana pelabuhan dituntut agar dapat mengikuti peningkatan kegiatan di pelabuhan. Disamping peningkatan infrastruktur, kualitas pelayanan juga mempengaruhi daya saing pelabuhan. Penelitian ini bertujuan untuk mengidentifikasi dan membuat instrument pengukuran kepuasan pelanggan PT. Pelabuhan Indonesia II Cabang Sunda Kelapa, ada 5 Faktor dan 21 variabel yang digunakan untuk mengukur kepuasan pelanggan berdasarkan aspek service quality. Kemudian dilanjutkan dengan metode analisis GAP, metode Importance Performance Analysis (IPA), metode Customer Statisfication Index (CSI) dan metode Quality Function Deployment (QFD). Pendekatan yang digunakan dalam penelitian ini adalah pendekatan gabungan antara kualitatif deskriptif dengan kuantitatif. Jumlah responden ditetapkan sebanyak 29 responden ditetapkan berdasarkan konsep atau sistem Purposive Sampling. Dari hasil analisis GAP dan metode Importance Performance Analysis (IPA) diketahui variabel kepuasan pelanggan berdasarkan aspek service quality yang menjadi prioritas utama untuk ditingkatkan kualitas pelayanannya guna meningkatkan kepuasan pelanggan, yang meliputi 3 variabel kualitas pelayanan yaitu keadaan/ kondisi lapangan/ dermaga/ ruangan/ lingkungan/ gedung yang bersih dan layak, nyaman kemudian sarana di area terminal dapat diakses 24 jam, dan tagihan nota sesuai dengan layanan jasa yang diberikan. Selanjutnya, dari hasil analisa dan perhitungan, didapatkan nilai CSI sebesar 77,81% dan skor rata-rata tingkat kepuasan sebesar 3,89 (skala 1-5). Dari hasil analisa secara keseluruhan dapat disimpulkan bahwa pelanggan PT. Pelabuhan Indonesia II Cabang Sunda Kelapa telah merasa “puas” terhadap kualitas pelayanan pelabuhan. Adapun analisa QFD dilakukan untuk menentukan rekomendasi perbaikan yang diperlukan pada 3 variabel diatas. Variabel yang memerlukan prioritas utama adalah variabel yang berhubungan dengan keadaan/ kondisi lapangan/ dermaga/ ruangan/ lingkungan/ gedung yang bersih dan layak, nyaman. Adapun rekomendasi yang diperoleh dari pihak manajemen adalah melakukan penataan dan perbaikan berat. Kata Kunci : Kepuasan pelanggan, Analisis GAP, Customer Statisfication Index (CSI), metode Quality Function Deployment (QFD) STUDY OF CUSTOMER SATISFACTION LEVELS PT. INDONESIAN PORT II SUNDA KELAPA BRANCH WITH SERVQUAL AND QFD METHODS ABSTRACT Along with the rate of economic growth, port facilities and infrastructure are required to keep up with increased activities at the port. In addition to improving infrastructure, service quality also affects port competitiveness. This study aims to identify and create an instrument for measuring customer satisfaction at PT. Pelabuhan Indonesia II Sunda Kelapa Branch, there are 5 factors and 21 variables used to measure customer satisfaction based on service quality aspects. Then proceed with the GAP analysis method, the Importance Performance Analysis (IPA) method, the Customer Statistics Index (CSI) method and the Quality Function Deployment (QFD) method. The approach used in this research is a combination of qualitative descriptive and quantitative approaches. The number of respondents was set at 29 respondents based on the concept or purposive sampling system. From the results of the GAP analysis and the Importance Performance Analysis (IPA) method, it is known that customer satisfaction variables are based on service quality aspects which are the main priority to improve service quality in order to increase customer satisfaction, which includes 3 service quality variables, namely state / field conditions / room / environment / building clean and decent, comfortable, then the facilities in the terminal area can be accessed 24 hours, and the bill of lading is in accordance with the services provided. Furthermore, from the analysis and calculation results, get a CSI value of 77.81% and an average satisfaction level score of 3.89 (scale 1-5). From the results of the overall analysis can be said that the customers of PT. Pelabuhan Indonesia II Sunda Kelapa Branch has been "satisfied" with the quality of port services. The QFD analysis is carried out to determine the recommendations for improvement needed on the 3 variables above. Variables that require top priority are variables related to conditions/field conditions/piers/rooms/environments/buildings that are clean and decent, comfortable. The recommendations obtained from the management are to carry out heavy structuring and repairs. Keywords: customer method, GAP analysis, Customer Statistics Index (CSI), Quality Function Deployment (QFD)
Item Type: | Thesis (Masters) |
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Subjects: | T Technology > TA Engineering (General). Civil engineering (General) |
Divisions: | Program Pascasarjana > Magister Teknik Sipil |
Depositing User: | Teknik Sipil Magister |
Date Deposited: | 26 Aug 2021 07:06 |
Last Modified: | 26 Aug 2021 07:06 |
URI: | http://repo.bunghatta.ac.id/id/eprint/5012 |
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