Salsabililah Nurarofah Safitriani, - (2024) Pengaruh Kualitas Pelayanan Third-Party Logistics (3PL) Terhadap Kepuasan Pelanggan (Studi Kasus Pada PT Reckitt Benckiser Cileungsi Manufacture). S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
PT Reckitt Benckiser Cileungsi Manufacture sebagai sebuah perusahaan manufaktur melakukan kerjasama dengan penyedia jasa logistik untuk memenuhi kebutuhan rantai pasokannya. Kualitas layanan dari pihak ketiga (3PL) sangat berpengaruh pada operasional dan kepuasan pelanggan PT Reckitt Benckiser Cileungsi Manufacture sebagai pelanggan. Layanan yang dibutuhkan mencakup penyimpanan gudang dan transportasi. Dalam tiga tahun kerjasama beberapa masalah terjadi seperti keterlambatan pengiriman, kerusakan material, ketidaksesuaian jumlah, dan kekurangan stok pallet. Penelitian ini bertujuan untuk menggambarkan kualitas pelayanan 3PL dan kepuasan PT Reckitt Benckiser Cileungsi Manufacture serta dampak kualitas layanan 3PL terhadap kepuasan pelanggan. Metode kuantitatif dengan pendekatan studi kasus digunakan, dengan 48 responden dipilih melalui teknik random sampling dari Departemen Warehouse PT Reckitt Benckiser Cileungsi Manufacture. Digunakan kuesioner sebagai instrumen penelitian dimana analisis data dilakukan secara deskriptif dan verifikatif. Hasil penelitian menunjukkan adanya pengaruh positif dan signifikan antara kualitas layanan 3PL dan kepuasan pelanggan PT Reckitt Benckiser Cileungsi Manufacture. Namun, analisis regresi linier sederhana menunjukkan bahwa kontribusi kualitas pelayanan 3PL terhadap kepuasan pelanggan sebesar 28%. PT Reckitt Benckiser Cileungsi Manufacture as a manufacturing company collaborates with logistics service providers to meet its supply chain needs. The quality of service from third parties (3PL) greatly affects the operation and customer satisfaction of PT Reckitt Benckiser Cileungsi Manufacture as a customer. The services needed include warehouse storage and transportation. In the three years of cooperation, several problems occurred such as delivery delays, material damage, quantity discrepancies, and shortage of pallet stock. This study aims to describe the quality of 3PL services and the satisfaction of PT Reckitt Benckiser Cileungsi Manufacture as well as the impact of 3PL service quality on customer satisfaction. A quantitative method with a case study approach was used, with 48 respondents selected through a random sampling technique from the Warehouse Department of PT Reckitt Benckiser Cileungsi Manufacture. Questionnaires are used as research instruments where data analysis is carried out descriptively and verifiably. The results of the study show that there is a positive and significant influence between the quality of 3PL services and customer satisfaction of PT Reckitt Benckiser Cileungsi Manufacture. However, a simple linear regression analysis shows that the contribution of 3PL service quality to customer satisfaction is 28%.
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | https://scholar.google.com/citations?hl=en&user=rJIcoE0AAAAJ ID SINTA Dosen Pembimbing : Syifa Fajar Maulani : 6787008 Melia Handayani : 6787010 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Pelanggan, Third-Party Logistics. Service Quality, Customer Satisfaction, Third-Party Logistics. |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HE Transportation and Communications V Naval Science > VM Naval architecture. Shipbuilding. Marine engineering |
| Divisions: | UPI Kampus Serang > S1 Logistik Kelautan |
| Depositing User: | Salsabililah NAS. |
| Date Deposited: | 26 Sep 2024 02:40 |
| Last Modified: | 26 Sep 2024 02:40 |
| URI: | http://repository.upi.edu/id/eprint/118555 |
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