ANALISIS KUALITAS LAYANAN PEMERIKSAAN FISIK DALAM KEGIATAN BEHANDLE CONTAINER IMPORT PADA PT. MUSTIKA ALAM LESTARI

DEVI AYUSAHRI, . (2024) ANALISIS KUALITAS LAYANAN PEMERIKSAAN FISIK DALAM KEGIATAN BEHANDLE CONTAINER IMPORT PADA PT. MUSTIKA ALAM LESTARI. Diploma thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

PT. Mustika Alam Lestari mengelola terminal peti kemas, meliputi penumpukan, bongkar-muat, penerimaan-penyerahan, dan pemindahan peti kemas. Salah satu kegiatan yang di lakukan PT. Mustika Alam Lestari dalam memberikan pelayanan pengelolaan pemeriksaan fisik dalam kegiatan behandle container import Diperlukan penyesuaian tingkat layanan agar memenuhi standar internasional. Pada penelitian ini dilakukan analisa kenyataan kinerja perasaan dan harapan konsumen, kualitas layanan yang di berikan kepada pelanggan dengan metode Importance Performance Analysis (IPA) bertujuan untuk mengetahui nilai tingkat kesesuaian antara kenyataan dan harapan yang kemudian di lakukan dengan menggunakan diagram kartesius. Dari hasil perhitungan Importance Performance Analysis (IPA) memiliki nilai tingkat kesesuaian 96% dan pada diagram kartesius 15 pernyataan, terdapat 4 pernytaan P2, P3, P10, P12 yang berada di kuadran I dan 3 pernytaan P4, P5, P6 di kuadran III yang memerlukan perbaikan dan peningkatan untuk memuaskan pelanggan. ***** PT. Mustika Alam Lestari manages the container terminal, including stacking, loading and unloading, receiving-delivering, and moving containers. One of the activities carried out by PT. Mustika Alam Lestari in providing physical inspection management services in import container handle activities It must adjust its service levels according to international standards. In this study, an analysis of the perceived performance and customer expectations, the quality of service provided to customers with the Importance Performance Analysis (IPA) method aims to determine the value of the level of conformity between reality and expectations which is then carried out using a cartesian diagram. From the results of the calculation of Importance Performance Analysis (IPA) has a conformity level value of 96% and in the chart 15 statements, there are 4 statements P2, P3, P10, P12 statements in quadrant I and 3 statements P4, P5, P6 in quadrant III that require improvement and improvement to satisfy customers.

Item Type:	Thesis (Diploma)
Additional Information:	(1). Dr. Winoto Hadi, S.T., M.T ; (2). Kencana Verawati, S.S.T.,M.M.Tr
Subjects:	Manajemen > Manajemen Sumber Daya Manusia Teknologi dan Ilmu Terapan > Teknik Hidraulik, Pelabuhan, Irigasi
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Users 24545 not found.
Date Deposited:	06 Aug 2024 23:37
Last Modified:	06 Aug 2024 23:37
URI:	http://repository.unj.ac.id/id/eprint/48940

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