ANALISIS KEPUASAN PELANGGAN DALAM PELAYANAN BARANG DI PT. LARIS CARGO

SELLA ANNISA SHAFIRA, . (2023) ANALISIS KEPUASAN PELANGGAN DALAM PELAYANAN BARANG DI PT. LARIS CARGO. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengukur analisis kepuasan pelanggan terhadap persepsi kenyataan atau kualitas langsung dari pelayanan barang di PT Laris Cargo khususnya pada cabang Wahid Hasyim yang saat ini dipercaya oleh pelanggan untuk layanan pengiriman ke wilayah Pulau Sumatera. Metode yang digunakan adalah deskriptif kuantitatif, dengan populasi berjumlah 200 orang lalu menghasilkan sampel sebanyak 70 responden dengan menggunakan rumus Slovin. Teknik pengumpulan data dilakukan dengan teknik survei, sebaran Kuesioner, dokumentasi, dan Studi Pustaka. Pada teknik analisis data, peneliti menggunakan Importance Performance Analysis (IPA) berupa skor CSAT, Servqual, dan Tingkat Kepuasan Pelanggan. Hasil penelitian menunjukan bahwa kenyataan pelayanan dari PT Laris Cargo Cabang Wahid Hasyim telah berada pada kriteria baik dengan nilai rata-rata sebesar 4,02 sedangkan harapan pelanggan terhadap kenyataan/ kualitas pelayanan barang di PT Laris Cargo Cabang Wahid Hasyim berada pada kriteria sangat penting, yaitu dengan total nilai rata- rata sebesar 4,48. Hasil analisis kesesuaian secara keseluruhan diperoleh tingkat kesesuaian pelanggan sebesar 88,7%, nilai tersebut masih di bawah 100%. Artinya, secara keseluruhan kinerja pelayanan barang di PT Laris Cargo Cabang Wahid Hasyim kepada pelanggannya menurut hasil dari 5 dimensi tangible, reliability, responsiveness, assurance, dan empathy sudah cukup puas tetapi belum sepenuhnya mencapai 100% sesuai dengan harapan atau keinginan pelanggan. ***** This study aims to measure the analysis of customer satisfaction on the perception of reality or the direct quality of goods service at PT Laris Cargo, especially at the Wahid Hasyim branch which is currently trusted by customers for delivery services to the island of Sumatra. The method used is descriptive quantitative, with a population of 200 people and then produces a sample of 70 respondents using the Slovin formula. Data collection techniques were carried out using survey techniques, questionnaire distribution, documentation, and literature studies. In data analysis techniques, researchers used Importance Performance Analysis in the form of CSAT scores, Servqual, and Customer Satisfaction Levels. The results showed that the reality of service from PT Laris Cargo Wahid Hasyim Branch was in good criteria with an average value of 4.02 while customer expectations for the reality/quality of service of goods at PT Laris Cargo Wahid Hasyim Branch were in very important criteria, namely with a total average value of 4.48. The results of the overall conformity analysis obtained a customer conformity rate of 88.7%, this value is still below 100%. That is, the overall performance of goods service at PT Laris Cargo Wahid Hasyim Branch to its customers according to the results of the 5 dimensions of tangible, reliability, responsiveness, assurance, and empathy is very good but has not fully reached 100% according to customer expectations or desires.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. Henita Rahmayanti, M.Si
Subjects:	Manajemen > Manajemen , Business Manajemen > Manajemen Kantor, Organisasi Manajemen > Manajemen Sumber Daya Manusia Manajemen > Manajemen Pemasaran
Divisions:	FT > D IV Manajemen Pelabuhan dan Logistik Maritim
Depositing User:	Users 19626 not found.
Date Deposited:	04 Sep 2023 05:26
Last Modified:	04 Sep 2023 05:26
URI:	http://repository.unj.ac.id/id/eprint/40989

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