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ITS » Undergraduate Theses » Teknik Industri - Ekstensi
Posted by dee@its.ac.id at 05/07/2010 11:00:37  •  3877 Views


PENINGKATAN KUALITAS PELAYANAN PT.PELNI DENGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT STUDI KASUSKM.LAMBELU

Author :
KELIAN, NURMIYANTI ( 2599109422 )




ABSTRAK

Riset kepuasaan pelanggan berkaitan dengan penentuan jenis jasa atau pelayanan yang diinginkan dan dibutuhkan oleh pelanggan. Riset merupakan hal terpenting didalam mendesain suatu produk atau jasa. Manajemen usaha harus mengupayakan agar para pelanggan mendapat kesan yang baik tentang pelayanan usaha tersebut secara keseluruhan dan mendapat informasi yang memadai tentang apa yang dibutuhkan dan diinginkan oleh pelanggan sehingga dapat mengembangkan kualitas produk atau jasa yang lebih baik yang dapat menciptakan kepuasaan dan kesetian pelanggan. SebaHknya jika pelanggan tidak merasa puas maka pelanggan akan beralih ke pesaing yang lain dan reputasi perusahaan menjadi buruk. Penelitian dilakukan di PT. PELNI ini bertujuan untuk mengetahui keinginan pelanggan dan mengevaluasi nilai pelayanan jasa yang telah diberikan oleh PT. PELNI dengan menggunakan metode Quality Function Deployment QFD. Metode Quality Function Deployment ini digunakan untuk merancang perbaikan kualitas pelayanan disesuaikan dengan kebutuhan yang diinginkan oleh pelanggan serta kemampuan perusahaan. Metoda pengumpulan datanya dengan cara wawancara dan branstroming yang menggunakan alat ukur kuesioner. Setelah mengetahui Voice of customer layanan jasa transportasi laut dapat ditentukan aspek apa saja dari jasa yang perlu mendapatkan penanganan selama melakukan pengembangan. Berdasarkan hasil Voice of customer didapatkan atribut-atribut yang berpengaruh terhadap layanan kualitas jasa transportasi laut sebanyak 31 atribut. Hubungan antara atribut kebutuhan konsumen dengan tanggapan teknik perusahaan dapat memunculkan respen teknis yang akan diproritaskan perbaikannya. Hasil dari penelitian ini menunjukkan bahwa prioritas perbaikan yang harus dilakukan oleh PT. PELNI adalah respon terus peningkatan supervisi terhadap anak buah kapal pengawasan oleh anak buah kapal penanganan keluhan dengan cepat pengawasan oleh PT. PELNI meningkatkan pelayanan pengaduan dan pengawasan petugas keamanan.


ABSTRACT

The research of customers satisfaction is relating to the determination of kind of service needed and required by a customer. A research is the most important thing to design a product or service. A business management should be set up in order that a customer gets a good information of the business service thoroughly and the adequate information increase a customer needs and requires so that it can increase the product quality or provide service better that give customers satisfaction and their loyalty. Nevertheless if a customer does not feel satisfactory a customer will go to another rival and companys reputation will get worse. The research conducted at PT. PELNI was aimed to know the customers need and to evaluate the service quality provided by PT. PELNI using the Quality Function Deployment method QFD. The method was used to design the improvement of service quality based on the customers need and the companys capability. The technique of collecting data used the interview and brainstorming that using questionnaire as the measuring means. Having known voice of customer on the sea-transportation service it can be determined what aspect of service is necessary to get the concern during the improvement conducted. Referring to the result of voice of customer will be obtained the leading attributes toward the quality service of sea transportation totaled 31 items. The relationship between the customers need and technical response of the company can take the technical response to be the first priority for the improvement. The research result show that the priority of the improvement should be perfomanced by PT. PELNI that is the technical response of the supervision quality toward the ship crew-man the hold of their complaint quickly. PT. PELNIs supervision improves the complaint service and the security staff.



KeywordsKualitas Jasa Transportasi Lant ; QFD ; Respou Teknis
 
Subject:  Kualitas fungsi penyebaran
Contributor
  1. Ir.HARI SUPRIYANTO,MSIE
Date Create: 05/07/2010
Type: Text
Format: pdf.
Language: Indonesian
Identifier: ITS-Undergraduate-3100005021244
Collection ID: 3100005021244
Call Number: RSI 658.562 Kel p


Source
Undergraduate Thesis, Industrial Engineering, RSI 658.562 Kel p, 2005

Coverage
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Rights
Copyright @2004 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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  1.  ITS-Undergraduate-11905-2599109422-Abstract_id.pdf - 72 KB
  2.  ITS-Undergraduate-11905-2599109422-Abstract_en.pdf - 58 KB
  3.  ITS-Undergraduate-11905-2599109422-Conclusion.pdf - 333 KB




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