Firda Fajriyanita, . (2021) ANALISIS KEPUASAN PELANGGAN DAN STRATEGI PENINGKATAN KUALITAS PELAYANAN DISTRIBUSI PT RPP MENGGUNAKAN METODE PDSQ, IPA, CSI DAN HOR. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study was conducted to analyze the quality of distribution services that have been provided by PT RPP to each of its customers. The problem that occurs in this study is the emergence of similar businesses causing competition which requires companies to continue to develop to improve quality, but so far the company has never measured the quality of the services they have provided and it is also known that there has been an increase in the number of customers who complain during this time. the last three years which indicates that there is dissatisfaction with the services provided by PT RPP. So the purpose of this study is to determine the level of customer satisfaction and obtain attributes that are priority improvements so that they can recommend improvement proposals to improve service quality at PT RPP. In this research, the methods used are Physical Distribution Service Quality (PDSQ), Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI) and House of Risk (HOR). Based on the results of the quadrant analysis on the IPA method, there are 4 attributes that are priorities for improvement, then from the results of the HOR 1 method, it is identified that the problem that has the most influential impact on service quality is inadequate facilities. Meanwhile, in HOR 2, it was found that the main improvement proposal to prevent a decline in service quality was to improve the SOP and Business Flow to be standardized and standardized.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil : 1710312017] [Ketua Penguji : Halim Mahfud] [Penguji I : Nurfajriah] [Penguji II (Pembimbing) : Muhammad Rachman Waluyo] |
| Uncontrolled Keywords: | Physical Distribution Service Quality, Importance Performance Analysis, Customer Satisfaction Index, House of Risk, customer satisfaction, Service Quality |
| Subjects: | T Technology > TS Manufactures |
| Divisions: | Fakultas Teknik > Program Studi Teknik Industri (S1) |
| Depositing User: | Firda Fajriyanita |
| Date Deposited: | 22 Sep 2021 03:37 |
| Last Modified: | 22 Sep 2021 03:37 |
| URI: | http://repository.upnvj.ac.id/id/eprint/11521 |
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