Path: Top S2-Theses Transportation 2015

EVALUASI KUALITAS PELAYANAN DRY PORT DENGAN METODE ZONE OF TOLERANCE, IMPORTANCE-PERFORMANCE ANALYSIS DAN KANO (Studi Kasus: Cikarang Dry Port)

EVALUATION OF DRY PORT SERVICE QUALITY USING ZONE OF TOLERANCE, IMPORTANCE-PERFORMANCE ANALYSIS AND KANO METHODS (Case Study: Cikarang Dry Port)

Master Theses from JBPTITBPP / 2017-03-15 16:09:19
Oleh : RENI PUSPITASARI (NIM : 24212019), S2 - Transportation
Dibuat : 2015, dengan 8 file

Keyword : Cikarang Dry Port, Kualitas Layanan, Zone of Tolerance, IPA, Kano

Keberadaan industri-industri di wilayah pedalaman (hinterland) mendorong terbentuknya konsep pelabuhan darat (dry port) yang berfungsi seperti pelabuhan

laut pada umumnya, sebagai penunjang kegiatan ekspor, impor dan distribusi barang, serta komoditas yang dihasilkan. Hal ini memunculkan pemikiran untuk

mengevaluasi kualitas pelayanan dry port, seiring dengan isu kemacetan di terminal pelabuhan Tanjung Priok. Dalam upaya menyederhanakan akses antara pelabuhan Tanjung Priok dan hinterland (misal kawasan industri), serta

mengurangi lalu lintas dan kepadatan di pelabuhan Tanjung Priok, maka Cikarang Dry Port selaku operator harus meningkatkan kinerja pelayanannya. Untuk itu

harus diidentifikasi atribut-atribut layanan yang dapat mempengaruhi kepuasan pengguna jasa Cikarang Dry Port. Metode yang digunakan untuk mengukur kualitas layanan Cikarang Dry Port adalah metode Zone of Tolerance,

Importance-Performance Analysis dan Kano.

Berdasarkan perhitungan dengan menggunakan metode Zone of Tolerance diperoleh tingkat kepuasan kualitas layanan pada kelima dimensi reliability, responsiveness, assurance, empathy dan tangible berada diatas pelayanan

minimum. Dari hasil pengolahan data juga diperoleh nilai Measure of Service Adequacy (MSA) positif dan Measure of Service Superiority (MSS) negatif, artinya layanan sekarang berada dalam zona toleransi, yaitu konsumen tidak puas tapi masih dapat menerima atau mentoleransi kualitas pelayanan yang diberikan.

Berdasarkan hasil pengintegrasian antara metode Servqual, IPA dan Kano didapatkan urutan prioritas perbaikan atribut-atribut layanan yang harus

dilakukan, sehingga dapat meningkatkan kepuasan konsumen, yaitu T23: terdapat depo pemeliharaan dan perawatan kontainer, R4: kemudahan proses konsolidasi

barang, T18: perkantoran yang bersih dan nyaman, R3: kemudahan proses penerimaan dan pengiriman barang, A12: petugas memberikan pelayanan dan informasi secara benar, RES8: petugas cepat menindaklanjuti keluhan pelanggan,

A14: jaminan keamanan dan keselamatan barang dari kerusakan dan kehilangan, T21: peralatan bongkar muat yang memadai, RES7: petugas cepat dan tanggap dalam melayani pelanggan. Oleh karena itu untuk mempertahankan atau meningkatkan kepuasan konsumen (pengguna jasa), maka atribut tersebut perlu menjadi perhatian utama Cikarang Dry Port selaku operator.

Deskripsi Alternatif :

The existence of industries in hinterland encourage of a dry port concept, which serves as seaports in general, to support the export, import, distribution of goods,

and commodities produced. It brought the idea to evaluate the service quality of the dry port, along with the issue of congestion at Tanjung Priok port terminals.

In an effort to simplify access to the Tanjung Priok port and hinterland (eg industrial area), as well as reducing traffic and congestion in the port of Tanjung

Priok, Cikarang Dry Port as the operator should improve its service performance.

For it must be identified variables that can affect the customer satisfaction of Cikarang Dry Port. The methods used to measure the service quality of Cikarang Dry Port are Zone of Tolerance, Importance-Performance Analysis and Kano methods.

Based on calculations using the Zone of Tolerance obtained the satisfaction level of the service quality on the five Servqual dimensions reliability, responsiveness, assurance, empathy and tangible are above the minimum services. From the data processing is also obtained Measure of Service Adequacy (MSA) is positive value and Measure of Service Superiority (MSS) is negative value, which means the currently services is in the zone of tolerance, in which the customer is not satisfied but still can accept or tolerate the services quality provided.

Based on the results through the integration of Servqual, IPA and Kano method obtained the attributes that must be prioritized for improvement, so that it can

improve the customer satisfaction of Cikarang Dry Port, namely T23: provide a depo of container for treatment and maintenance, R4: ease the process of consolidation of goods, T18: clean and comfortable offices, R3: ease the process of cargoes acceptance and shipping, A12: the officers provide services and information correctly, RES8: the officers follow up customer complaints

immediately, A14: security and safety guarantees of goods from damage and loss, T21: adequate loading and unloading equipment, RES7: officers fast and responsive in customers serving. Therefore, to maintain or improve customer satisfaction, then those attributes need to be a major concern by Cikarang Dry Port as the operator.

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OrganisasiS2 - Transportation
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KotaBandung
DaerahJawa Barat
NegaraIndonesia
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  • Pembimbing : Ir. Gatot Yudoko, MASC., Ph.D.; Ir. Heru Purboyo H.P., DEA., Ph.D., Editor: Alice Diniarti

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