ANALISIS KUALITAS PELAYANAN PELANGGAN
PADA JASA FREIGHT FORWARDING
DENGAN METODE CSI (CUSTOMERS SATISFACTION INDEX) DAN
METODE IPA (IMPORTANCE PERFORMANCE ANALYSIS)
DI PT. LISSA SUKSES TRANSINDO – SIDOARJO
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Institusion
Universitas Pembangunan Nasional Veteran Jawa Timur
Author
PRAJA , PUTRA PAMUNGKAS
Subject
HD9980 Service Industries
Datestamp
2015-02-13 02:38:59
Abstract :
Quality of service can be interpreted as an effort to fulfill the needs and desires of consumers and delivery accuracy in balancing consumer expectations . Quality of service can be determined by comparing the perceptions of consumers with the services they receive the services they actually expect to attributes of an enterprise service . If the services received or perceived as expected , then the perceived service quality is good and satisfying , if the services received exceed the expectations of consumers , the perceived service quality is very good and berkualitas.Sebaliknya if the services received is lower than expected , then the quality of service perceived in this study the authors analyze customer satisfaction in PT. Lissa Sukses Transindo that has not been tested for quality services freight forwarding services , using CSI ( Customer Satisfaction Index ) obtained customer satisfaction index of 73.228 % that describes the customer PT. Lissa Sukses Transindo satisfied with the services of freight forwarding , but still need to be improved again . To find out what attributes should be improved to analyze IPA ( Importance-Performance Analysis ) which produces some of the attributes that should be fixed which service attributes A1 , A4B4 , C2 , C4 , D4 there quadrant A. Keywords : CSI ( Customer Satisfaction Index ) , IPA ( Importance-Performance Analysis ) , Quality of Service , Freight Forwarding
Quality of service can be interpreted as an effort to fulfill the needs and desires of consumers and delivery accuracy in balancing consumer expectations . Quality of service can be determined by comparing the perceptions of consumers with the services they receive the services they actually expect to attributes of an enterprise service . If the services received or perceived as expected , then the perceived service quality is good and satisfying , if the services received exceed the expectations of consumers , the perceived service quality is very good and berkualitas.Sebaliknya if the services received is lower than expected , then the quality of service perceived in this study the authors analyze customer satisfaction in PT. Lissa Sukses Transindo that has not been tested for quality services freight forwarding services , using CSI ( Customer Satisfaction Index ) obtained customer satisfaction index of 73.228 % that describes the customer PT. Lissa Sukses Transindo satisfied with the services of freight forwarding , but still need to be improved again . To find out what attributes should be improved to analyze IPA ( Importance-Performance Analysis ) which produces some of the attributes that should be fixed which service attributes A1 , A4B4 , C2 , C4 , D4 there quadrant A. Keywords : CSI ( Customer Satisfaction Index ) , IPA ( Importance-Performance Analysis ) , Quality of Service , Freight Forwarding
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