ANALISIS PENGARUH KINERJA OPERASIONAL TERHADAP KEPUASAN PELANGGAN DI PT BERLIAN DUMAI LOGISTICS

RAISSA AZARIA ANDINI, . (2025) ANALISIS PENGARUH KINERJA OPERASIONAL TERHADAP KEPUASAN PELANGGAN DI PT BERLIAN DUMAI LOGISTICS. Diploma thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kinerja operasional terhadap kepuasan pelanggan pada PT Berlian Dumai Logistics. Dalam menghadapi tantangan meningkatnya volume pengiriman tahun 2024, perusahaan perlu menjaga kualitas layanan agar dapat mempertahankan loyalitas pelanggan. Variabel kinerja operasional diukur dengan pendekatan SERVQUAL yang mencakup lima dimensi: tangibles, reliability, responsiveness, assurance, dan empathy. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei, melalui kuesioner yang disebarkan kepada 35 responden yang merupakan pelanggan tetap perusahaan. Instrumen penelitian diuji validitas dan reliabilitasnya serta asumsi klasik sebelum dilakukan analisis regresi linier sederhana. Hasil penelitian menunjukkan bahwa kinerja operasional memiliki pengaruh signifikan terhadap kepuasan pelanggan dengan nilai koefisien determinasi sebesar 67,2%. Dimensi assurance dan tangibles memberikan kontribusi tertinggi dalam membentuk kepuasan pelanggan, sementara reliability menunjukkan adanya celah performa, terutama dalam hal ketepatan waktu dan akurasi pengiriman. Temuan ini menegaskan bahwa peningkatan proses operasional, termasuk kecepatan, keandalan, dan pelayanan yang responsif, menjadi faktor krusial dalam meningkatkan kepuasan pelanggan di sektor logistik. Implikasi manajerial dari penelitian ini adalah pentingnya investasi dalam sistem manajemen mutu, pelatihan karyawan, serta penggunaan teknologi digital untuk meningkatkan efisiensi operasional. Dengan demikian, perusahaan dapat meningkatkan daya saing dan mempertahankan posisi strategisnya di pasar yang semakin kompetitif. Penelitian ini diharapkan menjadi rujukan untuk perbaikan berkelanjutan di sektor jasa logistik. Kata Kunci: Kinerja Operasional, Kepuasan Pelanggan, SERVQUAL, Logistik. ***** This study aims to analyze the influence of operational performance on customer satisfaction at PT Berlian Dumai Logistics. As delivery volume increases throughout 2024, the company faces challenges in maintaining service quality to retain customer loyalty. Operational performance variables are measured using the SERVQUAL approach, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This research employs a quantitative method with surveys distributed to 35 respondents who are regular customers of the company. The research instrument was tested for validity, reliability, Classical Assumptions before conducting simple linear regression analysis. The results indicate that operational performance has a significant impact on customer satisfaction, with a coefficient of determination of 67.2%. The dimensions of assurance and tangibles contribute the most to customer satisfaction, while reliability shows a performance gap, especially in terms of delivery accuracy and timeliness. These findings confirm that improvements in operational processes, including speed, reliability, and responsive service, are essential to enhancing satisfaction in the logistics sector. The managerial implication of this research highlights the importance of investing in quality management systems, employee training, and digital technology to improve operational efficiency. Thus, the company can enhance competitiveness and maintain its strategic position in an increasingly competitive market. This research is expected to serve as a reference for continuous improvement in the logistics service sector, emphasizing the critical role of operational excellence in achieving high levels of customer satisfaction. Keywords: Operational Performance, Customer Satisfaction, SERVQUAL, Logistics

Item Type:	Thesis (Diploma)
Additional Information:	1). Prof. Dr. Henita Rahmayanti, M.Si. ; 2). Kencana Verawati, S.S.T., M.M.Tr.
Subjects:	Manajemen > Manajemen Sumber Daya Manusia Teknologi dan Ilmu Terapan > Teknik Sipil Teknologi dan Ilmu Terapan > Manufaktur
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Users 29635 not found.
Date Deposited:	07 Aug 2025 02:26
Last Modified:	07 Aug 2025 02:26
URI:	http://repository.unj.ac.id/id/eprint/58512

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