Putri, Solehatin Ika (2017) METODE SERVICE QUALITY (SERVQUAL) DAN QUALITY FUNCTION DEPLOYMENT (QFD) SEBAGAI USULAN PERBAIKAN KUALITAS PELAYANAN DI PT. KERETA API INDONESIA (PERSERO) : Survei Pada Penumpang Kereta Ekonomi Lokal Lintas Barat Tahun 2017. S2 thesis, Universitas Pendidikan Indonesia.
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Abstract
Berdasarkan data dari PT. KAI (Persero) diperoleh informasi bahwa dalam 5 tahun terakhir, korban kecelakaan kereta yang meninggal dan luka berat, rata – rata berjumlah 51 orang per tahunnya. Selain itu pada aspek ketepatan waktu, keterlambatan kereta rata - rata mencapai 35 menit. Hal tersebut berdampak pada penurunan jumlah penumpang Kereta Ekonomi Lokal Lintas Barat sejak 2012 – 2016. Tujuan penelitian ini adalah untuk mengetahui gambaran tingkat kualitas pelayanan Kereta Ekonomi Lokal Lintas Barat, dan mengetahui indikator yang dapat menggambarkan dimensi kualitas pelayanan serta merancang usulan perbaikan kualitas pelayanan di PT. KAI (Persero). Metode Service Quality (Servqual) melalui 5 dimensinya digunakan untuk mengetahui tingkat kualitas pelayanan. Analisis faktor digunakan untuk menentukan indikator penentu dilanjutkan dengan Importance Performance Analysis (IPA) untuk mencari faktor prioritas. Rancangan perbaikan diusulkan setelah melakukan analisis dengan Quality Function Deployment (QFD). Kuesioner disebarkan pada 393 penumpang Kereta Ekonomi Lokal Lintas Barat dengan teknik convenience sampling. Kualitas pelayanan Kereta Api Ekonomi Lokal Lintas Barat termasuk pada tingkatan sedang namun belum memenuhi harapan kualitas yang diinginkan pelanggan. Indikator terkait kesiapan petugas dalam mengarahkan tangga bantuan dari peron ke pintu kereta memiliki tingkat ketidakpuasan tertinggi. Terdapat 21 indikator yang dapat menggambarkan dimensi kualitas pelayanan dengan usulan perbaikan prioritas yaitu meningkatkan pengawasan pelaksanaan SOP dari para petugas. ------------- Based on data from PT. KAI (Persero), obtained information in the last 5 years, that the average number of victims died and seriously injured caused the train incident is 51 people per year. Besides that, from the punctually aspect, the train delays reach the average of 35 minutes. It caused the lowering number of the passengers of Local Economic Train, West Division since 2012 to 2016. The aims of this research were to find out the level of service quality in Local Economic Train, West Division, find out the indicators that can describe service quality dimension and proposed the improvement for service quality at PT. KAI (Persero). SERVQUAL method through five dimensions was used to measure service quality. Then, factor analysis and Importance Performance Analysis (IPA) was used to determine the priorities of various indicators. The design of improvements was proposed after the analysis with Quality Function Deployment (QFD). The questionnaire was distributed to 393 passengers of Local Economic Train, West Division using the convenience sampling technique. Service quality in Local Economic Train, West Division include to moderate level, but did not satisfy the customers yet. Indicators related to the preparedness of officers in directing the relief ladder from the platform to the train door was the highest dissatisfaction. The indicators that can describe the service quality dimension in this study consist of 21 indicators with the priority proposed for the improvement is to increase the monitoring of SOP for officer.
| Item Type: | Thesis (S2) |
|---|---|
| Additional Information: | No. Panggil: T MBS PUT m-2017; Pembimbing: I. Sumartini, II. Alfira Sofia; NIM: 1502579 |
| Uncontrolled Keywords: | Service Quality, Quality Function Deployment, Analisis Faktor, Importance Performance Analysis (IPA), Factor Analysis. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Sekolah Pasca Sarjana > Magister Manajemen Bisnis |
| Depositing User: | Mr. Arif Rezkyana Nugraha |
| Date Deposited: | 14 Aug 2018 07:13 |
| Last Modified: | 14 Aug 2018 07:13 |
| URI: | http://repository.upi.edu/id/eprint/30543 |
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