| dc.contributor |
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| dc.contributor |
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| dc.creator |
Justitia, Sangga |
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| dc.creator |
Nugraha, Nugraha |
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| dc.creator |
Bachtiar, Iyan |
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| dc.date |
2018-01-25 |
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| dc.date.accessioned |
2019-09-12T02:06:47Z |
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| dc.date.available |
2019-09-12T02:06:47Z |
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| dc.identifier |
http://karyailmiah.unisba.ac.id/index.php/industri/article/view/9345 |
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| dc.identifier.uri |
http://hdl.handle.net/123456789/22819 |
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| dc.description |
Abstract. Currently the competition of packet delivery services is getting tighter with many emerging packet delivery companies of the same type. PT.POS Bandung is one of the long established service delivery company. In the last few years of business travel there are several obstacles and some things that are often complained by customers include missing packages, broken packages, misplaced destinations, and others that resulted in the decline in customers. The existence of complaints from customers shows that the quality of existing services PT.POS Bandung needs to be improved again. The purpose of this study is to see and know the desires and needs of customers and provide the design proposal of appropriate and effective service quality improvement in accordance with customer needs and desires using Quality Function Deployment (QFD) method. From the result of the research, there are 13 service statement variables according to customer requirements and desires, delivery of goods on time, affordable shipping price, warranty and guarantee of goods, quick employee response, PT.POS strategic location, convenient waiting room facility, spacious parking facility, easy shipping procedure, PT.POS clean and comfortable, freeware free from damage, accuracy of weighing tools, polite and friendly employee, clarity of delivery status information. The categories used are tangibles, reliability, responsiveness, assurance, and empathy, and by looking at QFD four phase results obtained an alternative design and improvement service delivery package is competence servant , facility improvement plan, service room layout improvements, delivery menu quality design.Keywords: Service Quality, Service Delivery Package, Quality Function Deployment (QFD).Abstrak. Saat ini persaingan layanan jasa pengiriman paket semakin ketat yaitu dengan banyak bermunculannya perusahaan-perusahaan pengiriman paket yang sejenis. PT.POS Bandung merupakan salah satu perusahaan jasa pengiriman paket yang sudah lama didirikan. Dalam beberapa tahun terakhir perjalanan usahanya terdapat beberapa kendala dan beberapa hal yang sering dikeluhkan oleh pelanggan antara lain paket yang hilang, paket yang rusak, terjadi salah tempat pengiriman tujuan, dan lain-lain yang mengakibatkan terjadinya penurunan pelanggan. Adanya komplain dari pelanggan menunjukan bahwa kualitas pelayanan yang ada PT.POS Bandung perlu ditingkatkan lagi. Tujuan penelitian ini untuk melihat dan mengetahui keinginan dan kebutuhan dari pelanggan serta memberikan usulan perancangan perbaikan kualitas pelayanan yang tepat dan efektif yang sesuai dengan kebutuhan dan keinginan pelanggan dengan menggunakan metode Quality Function Deployment (QFD). Dari hasil penelitian diperoleh 13 variabel pernyataan layanan yang sesuai dengan keinginan dan kebutuhan pelanggan yaitu pengiriman barang tepat waktu, harga pengiriman barang terjangkau, garansi dan jaminan barang, respon karyawan yang cepat, letak PT.POS yang strategis, fasilitas ruang tunggu nyaman, fasilitas parkir luas, prosedur pengiriman yang mudah, PT.POS bersih dan nyaman, barang bebas dari kerusakan, keakuratan alat timbang, karyawan yang sopan dan ramah, kejelasan informasi status pengiriman. Kategori yang digunakan adalah tangibles, reliability, responsiveness, assurance, dan empathy, dan dengan melihat hasil QFD empat fasa didapatkan suatu alternatif rancangan dan perbaikan pelayanan pengiriman paket adalah kompetensi pelayan/pegawai, melakukan perbaikan fasilitas, perbaikan tata letak ruang pelayanan, merancang kualitas menu pengiriman paketKata Kunci : Kualitas Pelayanan, Jasa Pengiriman Paket, Quality Function Deployment |
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| dc.description |
Abstract. Currently the competition of packet delivery services is getting tighter with many emerging packet delivery companies of the same type. PT.POS Bandung is one of the long established service delivery company. In the last few years of business travel there are several obstacles and some things that are often complained by customers include missing packages, broken packages, misplaced destinations, and others that resulted in the decline in customers. The existence of complaints from customers shows that the quality of existing services PT.POS Bandung needs to be improved again. The purpose of this study is to see and know the desires and needs of customers and provide the design proposal of appropriate and effective service quality improvement in accordance with customer needs and desires using Quality Function Deployment (QFD) method. From the result of the research, there are 13 service statement variables according to customer requirements and desires, delivery of goods on time, affordable shipping price, warranty and guarantee of goods, quick employee response, PT.POS strategic location, convenient waiting room facility, spacious parking facility, easy shipping procedure, PT.POS clean and comfortable, freeware free from damage, accuracy of weighing tools, polite and friendly employee, clarity of delivery status information. The categories used are tangibles, reliability, responsiveness, assurance, and empathy, and by looking at QFD four phase results obtained an alternative design and improvement service delivery package is competence servant , facility improvement plan, service room layout improvements, delivery menu quality design. |
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| dc.format |
application/pdf |
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| dc.language |
eng |
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| dc.publisher |
Universitas Islam Bandung |
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| dc.relation |
http://karyailmiah.unisba.ac.id/index.php/industri/article/view/9345/pdf |
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| dc.rights |
Copyright (c) 2018 Prosiding Teknik Industri |
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| dc.source |
Prosiding Teknik Industri; Vol 4, No 1, Prosiding Teknik Industri (Februari, 2018); 1-8 |
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| dc.source |
Prosiding Teknik Industri; Vol 4, No 1, Prosiding Teknik Industri (Februari, 2018); 1-8 |
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| dc.source |
2460-6502 |
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| dc.subject |
Industri |
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| dc.subject |
Kualitas Pelayanan, Jasa Pengiriman Paket, Quality Function Deployment |
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| dc.subject |
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| dc.subject |
Keywords: Service Quality, Service Delivery Package, Quality Function Deployment (QFD). |
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| dc.title |
Perancangan Kualitas Layanan Jasa Pengiriman Paket Menggunakan Metode Quality Function Deployment (QFD) |
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| dc.title |
Perancangan Kualitas Layanan Jasa Pengiriman Paket Menggunakan Metode Quality Function Deployment (QFD) (Studi Kasus : PT.POS Bandung Cabang Banda) |
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| dc.type |
info:eu-repo/semantics/article |
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| dc.type |
info:eu-repo/semantics/publishedVersion |
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| dc.type |
Peer-reviewed Article |
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| dc.type |
kualitatif |
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| dc.type |
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