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ITS » Master Theses » Manajemen Operasional (S2)
Posted by yeni at 22/12/2006 12:14:41  •  28124 Views


ANALISA KUALITAS PELAYANAN EXPORT AGEN PELAYARAN INTERNASIONAL DI INDONESIA UNTUK MEN1NGKATKAN BAYA SAING PERUSAHAAN STUDI KASUS DI COSCO SURABAYA

Author :
Palupi, Nurul Retno  




ABSTRAK

Daya saing bisnis pelayaran internasional sangat ditentukan oleh kemampuannya dalam memenuhi keinginan pengguna jasanya. Perusahaan harus mampu mengevaluasi atas kekurangan berdasarkan atribut-atribut pelayanan yang diinginkan konsumennya. Penelitian ini mengkaji agen pelayaran internasional COSCO Surabaya atas tingkat kualitas pelayanannya dengan metode servqual. Pertama menentukan atribut-atribut yang dapat memenuhi keinginan konsumen serta tingkat kepentingannya. Kedua mengetahui seberapa besar persepsi atas tingkat pelayanan yang telah dilakukan oleh perusahaan. Ketiga mengetahui seberapa besar harapan pelanggan atas tingkat pelayanan yang seharusnya didapatkan. Pada akhirnya secara keseluruhan akan diketahui kesenjangan antara persepsi dan harapan kualitas layanan dalam penginman barang Perusahaan dapat menentukan prioritas pelayanan yang akan ditingkatkan agar perbaikan dapat dilakukan lebih efektif. Hasil penelitian menunjukkan bahwa peningkatan pelayanan yang harus diutamakan perusahaan adalah tingginya freight rate pada beberapa jalur pelayaran sedangkan untuk pelayanan lainnya relatif sama dan lebih baik daripada perusahaan pesaing.


ABSTRACT

The international shipping company competitiveness is determined by level service satisfaction. The company must evaluate its weakness base on service attributes that need by customer. This research analyze level quality of shipping company COSCO with servqual Method. First its determine attributes that fulfill customer needs and importance to customer. Second study about perception of service level that done by the company. Third study about customer expectation that customer want. Finally will known the gap between perception and expectation od delivery quality level. The company can determine service quality that will improve effectively. The research shown that service improvement priority is expensiveness freight rate at some destiny the others service relatively equal and better than the other companies.



KeywordsCompetitiveness; level service satisfaction; servqual; freight rate
 
Subject:  Manajemen Kualitas Total
Contributor
  1. Ir. Mokhamad Suef, MSc (Eng)
    Ir. Iwan Vanany, ST, M.T.
Date Create: 22/12/2006
Type: Text
Format: pdf; 98 pages
Language: Indonesian
Identifier: ITS-Master-3100003018397
Collection ID: 3100003017335
Call Number: 658.834 3 Pal


Source
Theses Operational Management RT 658.834 3 Pal a, 2002

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ITS Community

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Copyright @2002 by ITS Library. This publication is protected by copyright and permission should be obtained from the ITS Library prior to any prohibited reproduction, storage in a retrievel system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. For information regarding permission(s), write to ITS Library




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ITS-Master-3100003017335-109.pdf




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