ANALISIS KUALITAS KEPUASAN PELANGGAN PADA JASA
EXPEDISI DENGAN METODE SERVQUAL (SERVICE QUALITY) DAN
IPA (IMPORTANCE PERFORMANCE ANALYSIS) DI CV. ALMAGUNA
CARGO – SURABAYA.
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Institusion
Universitas Pembangunan Nasional Veteran Jawa Timur
Author
MASRIZAL , RIAN FITRI
Subject
HF5415.335 Consumer Satisfaction
Datestamp
2015-02-12 07:52:37
Abstract :
CV. Almaguna Cargo is one of the company engaged in the service of shipping goods by land, sea and air. In this study the attributes that need to be evaluated in each of the attributes of service that is composed of a CV. Cargo Almaguna provide pre service services (B2), CV. Almaguna Cargo is responsible for the safety and comfort of customers expedition (E3), CV. Cargo Almaguna not accept dangerous goods (B3), legal goods or goods that violate the rule of law (E4). Therefore, the company gives directives to employees, by way of training for employees, as well as increasing the level of communication and interaction between management, employees, and customers. Data from this study were taken form the population, which is taken from the customer CV. Almaguna Cargo. The variables used are divided into two independent variables, namely the respondent data consisting of the respondent's name, address of the respondent, and long been a customer, then the dimensions of service quality consists of dimension Tangibles, Reliability dimension, the dimension Responsiveness, Assurance dimension, and the dimensions of Empathy . While the dependent variable is the gap or GAP assessment of the quality of service users in the CV. Cargo Almaguna Surabaya and the level of user satisfaction based on the quality of the CV. Cargo Almaguna Surabaya. From the data processing level of quality of service provided by the CV. Cargo Almaguna Surabaya shows that the quality of service provided is said to suprise and satisfying. The attributes are still not good, At E4 attribute with a value of -0.52 Gap, Gap attribute with a value of -0.09 B2 and E3 attribute with a value of -0.08. In these attributes Therefore pengelolah should immediately repair its performance so as to improve the quality of service, so that customers will be satisfied service from CV. Almaguna Cargo. CV. Cargo Almaguna should give directives to employees, by way of training for employees, to increase the level of communication and interaction only between management, employees, and customers. Keywords: CV. Cargo Almaguna Surabaya SERVQUAL method (Service Quality) and IPA (Importance Performance Analysis).
CV. Almaguna Cargo is one of the company engaged in the service of shipping goods by land, sea and air. In this study the attributes that need to be evaluated in each of the attributes of service that is composed of a CV. Cargo Almaguna provide pre service services (B2), CV. Almaguna Cargo is responsible for the safety and comfort of customers expedition (E3), CV. Cargo Almaguna not accept dangerous goods (B3), legal goods or goods that violate the rule of law (E4). Therefore, the company gives directives to employees, by way of training for employees, as well as increasing the level of communication and interaction between management, employees, and customers. Data from this study were taken form the population, which is taken from the customer CV. Almaguna Cargo. The variables used are divided into two independent variables, namely the respondent data consisting of the respondent's name, address of the respondent, and long been a customer, then the dimensions of service quality consists of dimension Tangibles, Reliability dimension, the dimension Responsiveness, Assurance dimension, and the dimensions of Empathy . While the dependent variable is the gap or GAP assessment of the quality of service users in the CV. Cargo Almaguna Surabaya and the level of user satisfaction based on the quality of the CV. Cargo Almaguna Surabaya. From the data processing level of quality of service provided by the CV. Cargo Almaguna Surabaya shows that the quality of service provided is said to suprise and satisfying. The attributes are still not good, At E4 attribute with a value of -0.52 Gap, Gap attribute with a value of -0.09 B2 and E3 attribute with a value of -0.08. In these attributes Therefore pengelolah should immediately repair its performance so as to improve the quality of service, so that customers will be satisfied service from CV. Almaguna Cargo. CV. Cargo Almaguna should give directives to employees, by way of training for employees, to increase the level of communication and interaction only between management, employees, and customers. Keywords: CV. Cargo Almaguna Surabaya SERVQUAL method (Service Quality) and IPA (Importance Performance Analysis).
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