ANALISIS KEPUASAN PELANGGAN DENGAN SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS (STUDI KASUS PADA LAYANAN GUDANG LCL PT MULTI TERMINAL INDONESIA)

Muhammad Lutfi Zidane, . (2025) ANALISIS KEPUASAN PELANGGAN DENGAN SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS (STUDI KASUS PADA LAYANAN GUDANG LCL PT MULTI TERMINAL INDONESIA). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Customer satisfaction is key for PT Multi Terminal Indonesia, but customer satisfaction data shows a downward trend. This phenomenon is the background of this research which aims to evaluate the level of customer satisfaction, in order to formulate recommendations for improvement for LCL warehouse services. This research uses quantitative methods with primary data collected through questionnaires distributed to 7 active LCL warehouse customer companies. The collected data is then processed using the Service Quality method and the Importance Performance Analysis method. The results of data processing show that in general customers are not satisfied, with an average gap value of -0.46 with the largest gap value being in the Reliability dimension with a value of -0.91. In addition, the IPA method also identifies 5 attributes that are prioritized for improvement. Based on these findings, the research provides improvement proposals that focus on addressing these key issues to encourage increased customer satisfaction.

Item Type:	Thesis (Skripsi)
Additional Information:	[No. Panggil: 2110312023] [Pembimbing: Nanang Alamsyah] [Penguji 1: Donny Montreano] [Penguji 2: Yulizar Widiatama]
Uncontrolled Keywords:	PT. Multi Terminal Indonesia, Service Quality, Customer Satisfaction Index, Importance Performance Analysis
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management T Technology > T Technology (General) T Technology > TA Engineering (General). Civil engineering (General)
Divisions:	Fakultas Teknik > Program Studi Teknik Industri (S1)
Depositing User:	MUHAMMAD LUTFI ZIDANE
Date Deposited:	08 Aug 2025 07:21
Last Modified:	08 Aug 2025 07:21
URI:	http://repository.upnvj.ac.id/id/eprint/38967

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