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ITS » Master Theses » Manajemen Teknik Lingkungan-S2 MMT
Posted by mujiana@its.ac.id at 04/03/2010 17:06:13  •  3883 Views


MANAJEMEN KUALITAS LAYANAN PERUSAHAAN COURIERSERVICE TNT DENGAN MENGGUNAKAN PENDEKATAN METODE SERVQUAL

SERVICE QUALITY MANAGEMENT OF TNT A COURIER SERVICE COMPANY - USING THE APPROACH OF SERVQUAL METHOD

Author :
Ira Natassa Diany ( 9104.201.308 )




ABSTRAK

TNT penyedia layanan ekspress terpadu terkemuka melayani layanan angkutan barang berat kurir dan logistik secara ekspres di wilayah Asia Tenggara China dan Eropa serta mendorong pertumbuhan bisnisnya di Indonesia. Berdasarkan data penurunan jumlah pelanggan TNT maka penelitian ini dimaksudkan untuk menganalisis kepuasan masyarakat sebagai pengguna jasa TNT dalam strateginya untuk meningkatkan pelayanan. Penelitian ini diselesaikan menggunakan metode Servqual Service Quality yang didefinisikan sebagai segala sesuatu yang memfokuskan pada usaha untuk memenuhi kebutuhan konsumen yang disertai dengan ketepatan dalam menyampaikannya sehingga tercipta kesesuaian yang seimbang dengan harapan konsumen. Penelitian diawali dengan pengambilan sampel dengan responden yang terdiri dari pelanggan TNT yang melakukan komplain ke pihak perusahaan dan pihak manajemen dari TNT itu sendiri. Sampling dilakukan pada kantor-kantor TNT di Surabaya. Pengolahan data pada pembobotan dalam penelitian ini adalah dengan menggunakan metode Analitycal Hierarchy Process AHP dimana pembobotan dilakukan pada lima dimensi utama kualitas jasa tangibles reliability responsiveness assurance emphaty. Hasil dari penelitian adalah terdapat gap antara kebutuhan dan harapan persepsi dan ekspektasi atas pelayanan yang diberikan yang semuanya bernilai negatif yang membuktikan bahwa perusahaan harus melakukan perbaikan terutama di beberapa kriteria yang memiliki gap terbesar yaitu dimensi reliability meliputi keramahan karyawan dalam mendengarkan keluhan dan keramahan kesopanan dan rasa bersahabat dari karyawan dimensi responsiveness yang meliputi kecepatan manajemen menanggapi keluhan dan kecepatanggapan untuk membantu konsumen dimensi assurance yang meliputi kredibilitas dan reputasi TNT keamanan konsumen dan kendaraan parkir serta dimensi emphaty yang meliputi kemudahan untuk menyampaikan keluhan dan kesediaan manajemen untuk menerima kritik dan saran.


ABSTRACT

TNT a leading integrated express service provider which serves heavy luggage freight transportation courier and logistics express services throughout Southeast Asia China and Europe which also known to encourage its business growth within the region of Indonesia. Based on the declining number of TNTs customers this research aimed to analyze public satisfaction as the user of TNTs services as the strategy to improve its services quality. This research was completed using Servqual method Service Quality which was defined as everything that focuses on efforts to meet the needs of consumers together with the accuracy on its delivery therefore the balanced conformity with consumer expectations could be achieved. This research began with the sampling of respondents which consisted of TNTs customers who committed any complains toward the company and the management of TNT itself. The sampling was conducted on TNT office within Surabaya. Data processing on weighting phase in this research was utilizing the method of Analytical Hierarchy Process AHP which its weighting process was established toward the five major dimensions of service quality tangibles reliability responsiveness assurance and empathy. The results of research found that there were gaps between the needs and expectations perceptions and expectations on the services provided all of them known to have negative values which was proved that the company must conduct some improvements particularly toward several criterias which had the biggest gaps they were dimensions of reliability which covered employees hospitality in listening the complaints and hospitality civility and friendly feelings from employees dimensions of responsiveness which consisted of the management swiftness in responding the complaints and quick responds to assist consumers next was dimension of assurance which covered the credibility and reputation of TNT consumers and parking vehicle safety and finally the dimensions of empathy which included the ease to submit complaints and the willingness of management to accept criticisms and suggestions.



KeywordsTNT; Kualitas Layanan; Metode Servqual;
 
Subject:  Quality control
Contributor
  1. Dr. Ir. Udisubakti Ciptomulyono, M.Eng. Sc.
Date Create: 04/03/2010
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-Master-3100010037994
Collection ID: 3100010037994
Call Number: RTMT 658.562 Dia m


Source
Managemen Environmental Engineering, RTMT 658.562 Dia m, 2009

Coverage
ITS Community Only

Rights
Copyright @2010 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, hotocopying, recording, or likewise. For information regarding permission(s), write to ITS Library




[ Download - Open Access ]

  1.  ITS-Master-8632-9104201308-Abstract_id.pdf - 16 KB
  2.  ITS-Master-8632-9104201308-Abstract_En.pdf - 20 KB
  3.  ITS-Master-8632-9104201308-Conclusion.pdf - 22 KB




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